Duties & Responsibilities
- Managing the daily operations, procedures relating to client services
- Drive and continuously reinforce alignment of all initiatives to company mission, values, and strategic initiatives
- Develop creative solutions to improve customer experience
- Internal process development and maintenance
- Work with service delivery managers and product managers to ensure effective handover of new customers to the service team
- Assure that all client service requests are resolved within set service levels
- Escalation and fault management
- Manage and implement plans for optimising the usage of self-service
- Adhere to and ensure adherence to statutory regulations, organisational standards, guidelines, policies, and procedures
- Manage metrics and SLAs
- Conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint
- Aid with Incident Management (internally) for Product Critical Incidents (P1- P4)
- Change/Problem Management
- Major Incident Management
- Provide reports on customer support metrics, key operational issues and a status update on any key initiatives that involve client service
- Takes accountability in all projects undertaken by the allocated clients, ensuring that effective management occurs, and deliverables are achieved in a timely cost-effective manner
- Assisting in responding to customer queries and complaints as well as following through where necessary
- Building and maintaining profitable relationships with key customers
- Overseeing the relationship with customers
- Resolving customer complaints quickly and efficiently
- Keeping customers updated on the latest products enhancements and features
- Meeting with managers in the organisation to plan strategically
- Expanding the customer base by upselling and cross-selling
- Understanding key customer individual needs and addressing these
- Conducting business reviews
- Knowing your competition and strategizing accordingly.
