Customer Services Manager
PNet (Pty) Ltd
Johannesburg, ZA
4d ago

Responsibilities :

  • Accountable to define and operate the correct setup for field service support at the country level
  • Manage relationships with Service Partners and Trade Partners (Service and Finished Goods T / Partner Approve Service Partner Agreements / Contracts and ensure SP(KPI) and Market Actions implementation
  • Make sure that the service partner network are delivering set KPIs
  • Ensure Call Center activities are performing in line with Whirlpool guidelines and delivering set KPIs
  • Develop all the relevant activities to increase the operating profit of CS
  • Work on all the new business streams to maximize the results in line with the European CS strategy
  • Strictly Manage the Customer Service and Sales Budgets and maintain Control Structures to ensure actual spend
  • Put in place the appropriate set of activities in order to establish the correct warranty execution and reliable controls in accordance with the different countries legislation
  • Cooperate with Central CS and Local management business team (MBT) in the regular basis to improve organization to achieve extraordinary results
  • Ensure consumer satisfaction in line with company objectives through the appropriate support to the markets in terms of efficient and effective operations management
  • Drive sales of essentials , spare parts, extended warranties, and services through sales channels
  • Implementation and evolution of the total quality system across all company functions
  • Define strategy and planning for call centre and field operations with guidelines
  • Training staff to deliver a high standard of customer service
  • Qualification and Experience :

    BS degree in Business Administration or related field qualification

    5-8 years customer service experience, retail trade would be an advantage

    Proven working experience as a customer service manager, retail manage

    Master in MS Excel, Word, PowerPoint

    Proven ability to manage teams / people

    Skills :

  • Emotional Intelligence
  • Business Acumen
  • Change Management
  • Problem solving
  • Process Excellence
  • Project Management
  • Complaints handling
  • Customer interaction
  • Customer knowledge
  • Filed management
  • Product knowledge and repairs
  • Service partner management
  • Technical documentation
  • Extended Warranty management
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