Customer Service Manager

Job Description:

FirstRand is seeking a dynamic and experienced Customer Service Manager to join our team in Pretoria, Gauteng. As a mid-to-senior level position, the ideal candidate will have at least 6 years of experience in customer service management. The successful candidate will be responsible for overseeing all aspects of our customer service operations, ensuring the highest level of satisfaction for our clients.

Responsibilities: 1. Develop and implement customer service policies and procedures 2. Monitor and analyze customer feedback to improve overall customer experience 3. Train and coach customer service representatives to deliver exceptional service 4. Handle escalated customer complaints and provide resolutions 5. Collaborate with other departments to ensure a seamless customer experience 6. Track and report on key performance indicators related to customer service 7. Stay up-to-date on industry trends and best practices in customer service 8. Implement strategies to increase customer retention and satisfaction

Requirements: 1. Bachelor's degree in Business Administration or related field 2. Proven experience in customer service management 3. Strong leadership and communication skills 4. Reliable and dedicated work ethic 5. Excellent presentation and negotiation skills 6. Ability to thrive in a fast-paced environment 7. Proficiency in MS Office and CRM software

Benefits: 1. Disability insurance 2. Travel opportunities 3. Profit sharing

Working Environment: At FirstRand, we value a culture that embraces change and responds resiliently to challenges. Our team members are encouraged to think outside the box and innovate to drive success.

Deadline to Apply: July 5, 2024

Equal Opportunity Statement: FirstRand is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.