Client Services Manager (JB5146)

Client Services Manager (JB5146)

Pretoria, South Africa

Salary: R30 - 40 000 per month

Employment Type: Permanent

Workplace: In-Office

Are you a natural leader with a passion for delivering exceptional customer service? Our client, a consumer financial solutions provider, is seeking a Client Services Manager to drive customer satisfaction, communication excellence, and team performance.

You will be responsible for shaping and executing the customer experience strategy, ensuring every interaction meets the highest company standards.

Minimum Requirements:

• 5-8 years of experience in client services, with at least 3-5 years in a managerial role within financial services, debt management, subscription, or retail industries.
• Proven ability to train, mentor, and develop teams, ensuring high performance and customer satisfaction.
• Experience in customer experience (CX) training and project management.
• Ability to assess customer behaviour trends, customer analytics, and implement data-driven solutions.
• Familiarity with CRM systems and managing customer interactions through multiple communication portals.

Responsibilities:

• Implement and oversee client service (CS) projects, CRM updates, and process enhancements.
• Lead and develop a team of 15 client service representatives, ensuring they uphold professional communication standards.
• Establish best practices by analyzing customer data and designing effective training strategies.
• Monitor customer interactions to enhance customer experience, identify training needs, and ensure service excellence.
• Ensure team members understand and adhere to financial, debt management, and subscription service protocols.
• Act as the final escalation point for customer concerns, providing strategic solutions.
• Build relationships with internal teams and external customers to drive service excellence.

Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.