Customer Service Development Manager - Johannesburg, South Africa
- Harare, Zimbabwe
|Job Location||Johannesburg, South Africa|
|Job Role||Customer Service Development Manager|
|Employment Type||Full Time|
|Monthly Salary||Negotiable based on experience|
|Career Level||Middle Management|
|Years of Experience||6|
|Residence Location||Johannesburg, South Africa|
|Nationality||South African National|
|Degree||Any relevant qualification|
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.
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.
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)
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