Job Description : MAIN JOB PURPOSE
MAIN JOB PURPOSE
To manage the end-to-end customer lifecycle, ensuring optimal service satisfaction through the delivery of consistent and value added services / solutions to retain current customers, and to do so in a cost effective manner to contribute toward account profitability.
CONDUCT ONGOING CUSTOMER LIFECYCLE AND RELATIONSHIP MANAGEMENT :
Build and retain strong and scalable inter-personal relationships with clients, and internal parties;
Assist with customer information sessions creating engaged customers and facilitate organic growth;
Taking ownership of customers issues and following problems through to resolution;
Provide continuous, professional, accurate and consistent feedback to clients;
Schedule, prepare and present monthly review meeting;
Ensure clear understanding and interpretation of detail in reporting to ensure accurate reporting;
Conduct quarterly customer surveys and highlight / escalate potential risks; and
Plan and attend internal cross functional meetings at least quarterly.
ENSURE CUSTOMER SERVICE SATISFACTION :
Manage consistent and professional service delivery, controlling resources and utilise assets with customer requirements to ensure customer service satisfaction;
Setting a clear mission and deploying strategies focused towards that mission
Ensure that all services are delivered in line with contracted requirements;
Manage customer quotes process and performance;
Monitor and validate open calls daily, proactively providing customer with feedback and updates in a professional and structured manner;
Generate joint solutions, best fit alternatives, and anticipate potential future problems;
Prepare for, attend and manage monthly customer meetings to ensure continuous and effective management of expectations and requirements;
Plan, prepare and present the SAM review pack monthly; and
Implement innovative methods or processes to improve customer service.
CONTINUOUSLY MONITOR CUSTOMER SERVICE DELIVERY AND PROACTIVELY REALIGN :
Analyse escalations, identify trends and proactively put in place corrective plans to address problem areas, reduce and eliminate recurrence;
Conduct monthly and quarterly Service Management reviews;
Review account plans quarterly;
Complete and update ALL account plans Annually or when changes occur;
Ensure accurate reports, review monthly and update where necessary;
Accurately update SharePoint dashboard with weekly progress;
Conduct ongoing analysis of customer needs and requirements, and align account and service plans against those; and
Identify and drive account optimisation opportunities.
Set a clear mission and deploy strategies focused towards that mission
CONTROL COSTS AND MAXIMISE SERVICE / SOLUTION PROFITABILITY :
Accurately drive to close and Bill all billable calls on a weekly basis;
Ensure all maintenance billing is agreed and paid for 30 days prior to service initiation or as per contract;
Manage quality and correctness of invoices and supporting documents through Pre-Bill process;
Ensure annual credit notes amount is zero;
Ensure that debtors book does not exceed 30 days;
Retain current customers through service integrity, thereby meeting target / budget revenue quota per service / solution;
Minimise service / solution expenditure, optimise time management and drive tactics to maximise service / solution profitability;
Identify new opportunities and projects and follow through for successful completion.
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Job Requirements : Qualifications
Attitude / Behaviour
Relevant Tertiary MBA / Bachelor degree preferable
Between 5 and 7 years experience in Customer relations / IT Operations / Service Delivery / Retail Management.
Proven track record in Customer Services / Project Management
Sound knowledge of business and industry standards and best practices
Knowledge of Solution offerings current / new and technological environments with specific focus on the customers particular market
Knowledge of customer service software, databases and tools
An understanding of the purpose and composition of Service Level Agreements
An understanding of ITIL methodology and ISO standards
Knowledge of RFP / Tenders process and requirements
Computer Literacy with very strong PowerPoint, Word, Outlook & Advanced Excel skills
Ability to think strategically and to lead
Proposals / Report writing
Strong presentation skills.
High level communication skills both verbal and written.
Strong customer facing relationship skills.
Ability to maintain an orderly workflow according to priorities
Good command of English
Flexibility and adaptability (responsive to changes in customer requirements)
Results and Achievement Orientated
Commitment to accuracy and quality
Problem analysis and problem solving
Advanced troubleshooting and multi-tasking skills
High standards of Integrity
Customer Service orientation