Job Description
About the Role
The Customer Relationship Manager (Operational) role at AtripleA recruitment & temps is a critical position that ensures effective deployment and management of customer services agents to meet business objectives. The ideal candidate will be responsible for implementing and adhering to business strategies, policies, and procedures to drive customer-centricity throughout the organization.
Key Responsibilities
• Assist employees with complex queries and requests
• Assist with customer queries and complaints, telephonically and face to face
• Ensure that effective, efficient and consistent CS business processes are aligned to the company’s business objectives
• Ensure effective, efficient and consistent communication of CS performance metrics and improvements by circulating reports
• Working with senior management to propose, agree and deliver CS services according to defined Service Level Agreements
• Ensure that all service level agreements are met on a daily basis
• Analyse trends and total CS performance and report on it
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Liaising with team leads, supporting departments and third parties to gather information and resolve issues
• Returns management
• Parked order management
• Refund management
• Escalation management
• Performance management
• Online payment administration (PayFast)
• Professional Photographer database administration
• Process facilitation
• Communication facilitation
• Error management and communication
• Telephony management
• Price negotiation on bulk orders
• Customer Services reporting
• Managing of log entries on Podio
• Team management
• Continuous at the work station coaching
Requirements
Sound operational knowledge of call centre and customer services management
Dynamic with excellent attention to detail
Target & service driven
Well-developed planning, organising and time management skills
Well-developed leadership and proven people management skills
Customer focused
Excellent verbal and written communication skills (English/Afrikaans)
Analytical, numerate and detailed oriented
Dynamic and inspiring leader
Self-management practices understood and applied
Resilient personality
Ability to cope and thrive under pressure
Calm and level headed approach
Qualifications
None mentioned in the original job description.
Salary & Benefits
Salary: R20 000 p/m (negotiable)
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Professions Jobs in Gauteng
Gauteng, the economic hub of South Africa, is home to a diverse range of industries, offering various Other Professions positions for job seekers. Typically, this field encompasses roles such as administrative assistants, human resources specialists, and operations coordinators, among others.
Generally, salaries in the Gauteng region for Other Professions positions tend to fall within broad ranges. For example, an administrative assistant position may command a salary between R300 000 and R500 000 per annum, depending on experience, company size, and industry sector. However, it is essential to note that actual salaries can vary significantly due to factors such as the specific job requirements, the company’s budget, and the individual’s qualifications.
Common skills required for these roles include proficiency in Microsoft Office applications, excellent communication and interpersonal skills, attention to detail, organisational abilities, and analytical thinking. Typically, candidates with a degree in business administration, human resources, or a related field may be well-suited for these positions.
The financial services sector, technology industry, and manufacturing sector are common industries that employ Other Professions roles. These sectors often require professionals who can provide administrative support, coordinate operations, and manage day-to-day activities. The manufacturing sector, in particular, requires skilled coordinators to oversee production processes, manage inventory, and ensure compliance with quality control standards.
Career development opportunities for individuals in this field are generally good, with many companies investing in employee training and development programs. Typically, career progression paths involve moving into senior administrative roles or transitioning into related fields such as human resources management or business administration. With experience and continuous learning, professionals in this field can expect to move into more senior positions or take on leadership roles within their organisations.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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