Job description

The client services manager will be tasked with maintaining and retaining current clients, handling client complaints and queries, keeping accurate correspondence records, meeting regularly with management, updating and managing client details, developing customer service policies, training junior client services agents, managing debtors and recommending different product options to clients.

Your dedication to the needs of our clients will encourage client loyalty and enhance our organisation’s growth through positive client-to-business engagement.

Duties and responsibilities:

1. Value management – ensure clients receive what they pay for.
   1. Identify and understand what individuals’ clients require for what they pay.
   2. Ensure that clients receive what they pay for.
2. Service experience – ensure exceptional service levels.
   1. Deal with client requests and troubleshoot problems
   2. Creative ways and to deliver an exceptional client experience
   3. Oversee the implementation of new clients
   4. Resolve complex client problems or disputes in a professional manner
   5. Liaise with different internal departments regarding client queries
   6. Monitor and measure client satisfaction
   7. Keep record and report on client interactions and problem areas.
3. Client retention – to retain clients for a longer period.
   1. Build and develop strategic relationships with key clients
   2. Develop effective communication platforms for clients and staff.
4. Client growth – to assist activities to increase client growth.
   1. Inspire repeat-business from clients.
   2. Offer advice to clients on services and products.
   3. Participate in internal marketing campaigns.
5. Debtors management – to ensure that clients pay for what they received.
   1. Assist debtors-clerk to liaise with non-paying clients to arrange outstanding payment
   2. To negotiate and contract agreements for non-paying clients.

Company Description

SucceedGroup provides a range of specialised marketing, media and training services to leading businesses all over South Africa. Although we offer a broad spectrum of specialised services to all industries, our area of specialisation is that of professional services marketing. We offer a 360-degree service package and operate as an independent marketing department. Our clients range from small to medium-sized businesses and we assist them to implement creative, cost-effective and result-oriented strategies to maintain and grow their firms.

Requirements

• A professional demeanour and approach to your work and clients
• Excellent communication skills and the ability to anticipate and relate to the needs of customers
• Must demonstrate strong analytical thinking skills
• Should possess strong problem-solving skills and the ability to make sound judgement calls
• Superior organisational and time management skills
• Knowledge of customer service programs and databases, or the ability to learn new software quickly
• Innovative, creative thinking skills to ensure the organisation is providing a cutting-edge client experience
• Ability to speak a second language is highly recommended

Qualifications/experience required (non-negotiable)

• Five+ years prior of experience in customer-facing or similar roles
• Business Degree or related qualification
• Proven experience in a leadership role is required
• Bilingual (Afrikaans & English) – highly recommended
• Excellent Computer literacy

Posted on 28 Apr 09:44