Metropolitan Health Vacancies – Customer Service Manager

Website Metropolitan

Job Description:

Manage teams responsible for the delivery of Client Service processes, ensure all relevant policies and procedures are followed and regulations are adhered to.

Job Responsibilities:

  • Actively manage the client satisfaction index to ensure the satisfaction of the clients.
  • Review and authorise all financial and non-financial transactions processed by the Client Service Consultant
  • Ensure client information is accurately and timeously captured on the relevant system.
  • Manage the delivery of efficient client service administration processes and procedures.
  • Coach and guide the Client Services team to effectively utilise client service interactions to improve client retention and repeat business activities.
  • Develop tactical plans to enhance or improve the client experience within the Branch.
  • Manage the leads generation and management process through active monitoring, encouragement, reporting and follow-up.
  • Manage the execution of client requests within the agreed timeframes, quality standards and legislation.
  • Check and approve the relevant documentation to support the client service process in line with business and risk management practices.
  • Monitor and manage the achievement of service level agreements to ensure excellence in the client services function.
  • Embed the Treat Clients Fairly outcomes in the client service environment as stipulated by the Financial Services Board.

Job Requirements:

  • Self-Awareness and Insight
  • Diversity and Inclusiveness
  • Drive for Results
  • Collaboration
  • Impact and Influence
  • Business Acumen
  • Client/ Stakeholder Commitment

Qualification & Experience:

  • On-the-job training / qualificationsProduct, process, system and legislation training, Written and verbal communication Time management skills Planning skills Complaints handling skills People management skills Interpersonal skills Influencing skills Microsoft Office skills ,
  • Formal qualifications grade 12 or equivalent
  • Exposure to a call centre or client service environment with proven knowledge of customer service principles and practices (desirable)
  • 3 – 4 years experience in financial services industry (essential)
  • 3 years people management experience (essential)
  • Formal qualifications relevant industry related qualifications

Job Details:

Company: Metropolitan

Vacancy Type:  Full Time

Job Location: Queenstown, Eastern Cape, SA

Application Deadline: N/A

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