Customer Relations Manager

SUMMARY:
Have you managed a high performing Customer Relations / Retentions team, with a proven track record of implementing efficient SOP’s and have the ability to work in a fast-paced environment?

Our client based in Paarl requires the expertise of an individual who will lead and develop a dynamic customer retentions team who will drive accountability by ensuring payments are made on time, service excellence, and consistent performance.

You’ll play a hands-on role in guiding daily operations and building a positive and results-focused team culture.

POSITION INFO:
REQUIREMENTS

• Matric
• 3 – 5 years’ experience in a similar role
• Tech-savvy, able to navigate and utilize various software programs effectively (e.g. Freshdesk, FinWise, Google Sheets)
• Proficiency in ticketing systems is required
• Strong leadership and communication skills with a hands-on approach to problem-solving
• Proven experience in customer relations or client services, preferably in financial services or collections
• Analytical mindset with the ability to interpret data and translate it into actionable insights
• Familiarity with reporting tools and systems

• The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
• Managing and monitoring all customer tickets to prevent overdue issues.
• Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
• Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate
• closely monitoring verified strike dates to ensure timely collections and accurate payment tracking.
• Ensure that all team members are properly trained and continuously upskilled to meet performance standards
• Ensure that document collection is prioritized and executed efficiently
• Oversee the handling of cancellations with the objective of retaining clients
• Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
• Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
• Conduct regular one-on-one sessions with department members
• Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
• Analyse performance metrics from the previous day to identify trends and areas for improvement