Client Service Manager (Refrigeration industry)

A recent professional profile photo is to accompany your application

START DATE : A.S.A.P / Immediate

REQUIREMENTS:

• Minimum qualification Grade 12
• Relevant tertiary qualification will be advantage
• Refrigeration knowledge will be an advantage
• Minimum of 5 Years experience in a customer-service environment
• Minimum of 3 Years experience in a supervisory/management role
• IT knowledge and capability: Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Experience in Sage Evolution an advantage
• Willingness to work standby
• Excellent communication skills
• Good interpersonal skill
• Clear and professional articulation when answering customer calls
• Enjoy working in a team environment
• Positive attitude and ability to work against deadlines, proactively solve problems
• Able to work under pressure

DUTIES:

Management:

• Responsible for customer after-sales services.
• Define performance KPIs for the team and track performance.
• Administer, finalize, and approve overtime on a weekly basis.
• Keep track of recalls by technicians, customers, and cabinet types on a weekly basisrecord reasons and corrective actions.
• Promote teamwork within the department and cross-functionally. Actively resolve issues that arise.
• Manage subcontractors to ensure the business meets customer needs and maintains cost targets, balancing internal technicians, overtime, and outsourced jobs.
• Perform duties cross-functionally with other departments when needed.

Additional Responsibilities:

• Schedule call-outs with in-house technicians and subcontractors.
• Monitor call logging and provide tickets on the in-house system.
• Prepare and approve customer quotes as needed.
• Collect and address customer feedback regarding call-outs.
• Manage the weekend stand-by schedule.

Administration:

• Liaise with senior management and directors regularly for feedback.
• Responsible for national ticketing and service performance of the service team.
• Ensure all tickets in the in-house system are processed efficiently and accurately to meet month-end deadlines.
• Prepare and sign off on customer quotes as needed.
• Monitor customer feedback regarding call-outs and immediately address any poor service feedback.
• Manage the weekend staff stand-by schedule.
• Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the companys health and safety and contractual requirements.

HOURS:

• Monday to Friday: 08:00 17:00