Customer Service Manager

Short Job Description: 

A technology company is currently recruiting a Customer Service Manager to effectively manage Service Elements, including SLAs, Service Desk, Incident Reporting, Internal Services Projects and Processes. The position will be based in Sandton.

Where will the candidate work from, if not home based? (Town/Suburb or state work-from-home): 
Select which one of these best describes the role: 
Full time - with flexibility
Main area of expertise for this position: 
Management - Call Centre and Customer Service
Required Qualification: 
IT Diploma/Degree
Estimated hours: 
Remuneration in ZAR: 
R45,000pm - R50,000pm
Remuneration term: 
Job posting date: 
Thursday, March 19, 2020
Full Job Description: 



Role & Responsibilities:

  • Displays extensive working knowledge of industry standards and practices, including product details and company services offered
  • Offers exemplary customer service, including maintaining customer relationships by ensuring service SLAs are met and taking care of any customer concerns or complaints quickly and professionally
  • Assists with or performs administrative tasks
  • Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
  • Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency
  • Resolves service desk problems and improves current service desk methods to increase productivity and customer service
  • Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
  • Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly
  • Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work
  • Develops/Maintains/Improves Operating Level Agreements
  • Develops Processes in line with Business requirements
  • Provides regular Management reports
  • Team management of support agents
  • Provides timeous incident resolution
  • Experience with first line support - This is with external customers (Lots of Customer /Business to Business interfacing)
  • Experience in supporting customers in and outside of Africa 
  • Ticketing and other Systems configuration and management experience



Qualification & Experience:

Bachelor’s Degree/ NQF 7 equivalent in Information Technology 

ITIL Certification

UAT Testing 

  • Experience with first-line support - This is with external customers ( Lots of Customer /Business to Business interfacing )
  • Experience in supporting customers in and outside of Africa (10 years)
  • Ticketing and other Systems configuration and management experience (5 years)
  • Payments Industry experience (2-3 years minimum)
Application process:
Before applying check that your CV is comprehensive and that the roles and responsibilities demonstrate your capabilities and experience rather than a list of tasks. Always write in full sentences. You have up to 12 places of previous employment to demonstrate your skills, use as many as you feel are required but always include more than one. Write a motivational email explaining why you should be considered for the role. The motivational email will be seen before the CV and is submitted to the client with the CV. If you have not heard back within 14-21 days please assume the application was not successful.

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