Somerset West: Client Service Manager (Refrigeration industry)

A recent professional profile photo is to accompany your application EMPLOYMENT TYPE : Permanent SECTOR : Commercial Refrigeration Solutions / Client Service BASIC SALARY : Market Related START DATE : A.S.A.P / Immediate REQUIREMENTS: Minimum qualification Grade 12 Relevant tertiary qualification will be advantage Refrigeration knowledge will be an advantage Minimum of 5 Years experience in a customer-service environment Minimum of 3 Years experience in a supervisory/management role IT knowledge and capability: Microsoft Office (Word, Excel, PowerPoint, and Outlook) Experience in Sage Evolution an advantage Willingness to work standby Excellent communication skills Good interpersonal skill Clear and professional articulation when answering customer calls Enjoy working in a team environment Positive attitude and ability to work against deadlines, proactively solve problems Able to work under pressure DUTIES: Management: Responsible for customer after-sales services. Define performance KPIs for the team and track performance. Administer, finalize, and approve overtime on a weekly basis. Keep track of recalls by technicians, customers, and cabinet types on a weekly basisrecord reasons and corrective actions. Promote teamwork within the department and cross-functionally. Actively resolve issues that arise. Manage subcontractors to ensure the business meets customer needs and maintains cost targets, balancing internal technicians, overtime, and outsourced jobs. Perform duties cross-functionally with other departments when needed. Additional Responsibilities: Schedule call-outs with in-house technicians and subcontractors. Monitor call logging and provide tickets on the in-house system. Prepare and approve customer quotes as needed. Collect and address customer feedback regarding call-outs. Manage the weekend stand-by schedule. Administration: Liaise with senior management and directors regularly for feedback. Responsible for national ticketing and service performance of the service team. Ensure all tickets in the in-house system are processed efficiently and accurately to meet month-end deadlines. Prepare and sign off on customer quotes as needed. Monitor customer feedback regarding call-outs and immediately address any poor service feedback. Manage the weekend staff stand-by schedule. Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the companys health and safety and contractual requirements. HOURS: Monday to Friday: 08:00 17:00