Client Service Manager IT

Recruiter:

Denton Harvey

Job Ref:

JHB000495/MR

Date posted:

Monday, February 21, 2022

Location:

Johannesburg, South Africa

Salary:

480000

JOB SUMMARY:
We are looking for a qualified Client Service Manager to join our team in Randburg. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. As a Client Service Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position

JOB DESCRIPTION:

Requirements

BSc degree in Computer Science, Information Technology or relevant field
Proven work experience as a Help Desk/Client Service Manager;
5 - 8 years hands on experience with help desk and remote control software;
Must speak Afrikaans and English
Excellent knowledge of SQL
Solid technical background with an ability to give instructions and guidance to a non-technical audience;
Customer-service excellence oriented with a problem-solving attitude;
Excellent written and verbal communications skills;
Team management skills;
Familiarity with traditional and modern support methods, tools and techniques;
Sound decision making, planning and organisational skills;
Ability to present complex information to support staff and clients alike;
Proficiency in MS Office and support experience in a Software as a Service environment;
General knowledge of and experience in a Software as a Service environment (5 years minimum);
Technical qualification would be advantageous

Primary Responsibilities

Managing the help desk team and evaluating staff performance on an ongoing basis;
Ensuring customer service is timely, accurate, of the highest standard and within the parameters of agreed to SLA’s;
Recruiting, training and supporting help desk representatives and technicians;
Setting specific customer service standards and continually striving for customer service excellence;
Contribute to improving customer support by actively responding to queries and handling complaints as well as support escalations;
Establish best practices through the entire technical support process;
Follow up with customers to identify areas of improvement on a one-on-one basis and through online customer satisfaction surveys;
Develop daily, weekly and monthly reports on help desk team’s productivity and report back to the appropriate internal teams, like product developers, as well as senior management;
Deliver face to face as well as online client support, as and when required, whichever appropriate;

Act as a conduit between customers externally (brokers, administrators, UMAs and insurers) and our team teams internally, to ensure optimal client service levels;
Work with the support and business teams to plan for forthcoming implementations, managing the customer’s expectations during the set-up, implementation and training phase, until handover to the support team;
Escalate, where necessary, to the development teams to ensure customer business priorities are understood and delivered upon;
Work with business, development and support teams to resolve any conflicts and customer issues;

Skills Required
Technical

Strong knowledge and experience within the financial services industry, preferably intermediated short term insurance industry (including quoting, policy administration, claims management and rating systems);
Solid working understanding of Software as a Service technology;
Proficiency in SQL and SQL scripting would be advantageous;
Experience working with online support desk tools like ZOHO Desk, Freshdesk, PC Anywhere, Microsoft Teams, Skype, Zoom, etc.

Non-Technical

Deadline focussed, driven to achieve delivery and customer satisfaction;
Attention to detail, taking pride in delivering all work to the highest standard;
Excellent verbal and written communication skills, able to listen (e.g. to requirements), interpret and articulate effectively (e.g. explaining customer business needs to a technical development team);
Ability to work within cross-functional teams of technical and business people;
Self-sufficient in ensuring delivery, willing to take full responsibility and ownership to ensure success;
High aptitude and initiative toward learning new skills;
Willing and able to travel around South Africa in order to meet customers and partners, if necessary.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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