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Customer Service Development Manager - Johannesburg, South Africa

  • Harare, Zimbabwe

Job Details

Job ID: #12217
Job Location Johannesburg, South Africa
Company Type Logistics
Job Role Customer Service Development Manager
Joining Date ASAP
Employment Type Full Time
Monthly Salary Negotiable based on experience

Preferred Candidate

Career Level Middle Management
Years of Experience 6
Residence Location Johannesburg, South Africa
Gender Not Specified
Nationality South African National
Degree Any relevant qualification

Job Description

Johannesburg, South Africa
  • Job Status: Closed

Our client a leading logistics company is looking for a Customer Service Development Manager who will be responsible for the analysis and execution of efficiency improvement and service excellence programmes as agreed with the CS Area office team, and assigned by the Vice President of Customer Servi

Monitor and measure the Overall SSA region and Countries performance against agreed targets and ensure that reports are consistently analysed to identify BDP’s for sharing as well as opportunities for improvement.
Provide appropriate guidelines and recommendations to Countries and Regional CS Managers.
Work with Regional department for performance reviews and exploration of new business, supporting with reporting and Analysis.
Co-ordinate and liaise with key personnel in other functional areas, Regional Office, Global offices to ensure effective delivery of Key Account Customer Service
Work closely with Country Customer Service Heads/Managers and others within the team to support Customer Experience and revenue related performances in line with corporate, regional and country business goals and objectives
Software development and documentation for business analysis and presentation.
Advanced VBA, Tableau, Power BI and Excel tools - Automated excel Reporting templates. VBA and Macros programming and design.
JavaScript Applications - Contingency tools: Customer Service Quiz portal. Call type classification, Wallboard scroll design for quick announcements
ASPX web portal - CS Portal development on mynet intranet, content development, maintenance and module configuration.
Microsoft SharePoint Services - CS ishare maintenance and various reports configuration.
Complex Root Cause Analysis for operational (Shipment Transit & Tracking) and CX performance on all touch points across the business, providing intelligence to ICCC committee, tracking and trending and identified problem areas.
Work with Regional Performance Excellence to identify and drive key performance areas.
Design and develop programs/toolkits /guidelines on Customer Experience initiatives.
Support Omni Channel and self service for customer engagement.

Key Skills
Presentation skills (excellent)
CIS Facilitation and training skills (advantageous)
Tableau and power BI essential
Software Programming and Development skills (advantageous)
Microsoft Office skills (Word, Excel, PowerPoint, etc.) (excellent)
Performance Dashboard creation skills (Excellent)
Programming skills (Excellent)
Software Application skills (preferable)
Communication skills, spoken and written (excellent)
Negotiation and interpersonal skills (excellent)
Leadership skills (excellent) Analytical, organisational and motivational skills (excellent)

  • Job Role: Customer Service Development Manager
  • Industry: Sales / Marketing / PR / Advertising
  • Salary: Negotiable based on experience

Required Skills

6 Years of Experience
Previous experience within a similar role

Additional Requirements

Customer Service

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