Client Services Manager

Description:

Hire Resolve's Client is seeking a Client Services Manager that can join their team. You will report directly to the Head of Operations you will play a key role in consumer satisfaction. As the Client Services Manager, you’ll
take charge of shaping and executing the customer experience strategy, ensuring they deliver an exceptional
service to their consumers.

Duties & Responsibilities
• Implement current CS projects, upcoming updates, and necessary adaptations to the CRM portal.
• Understand the customer profile and approach accordingly.
• Analyze customer data and develop training strategies to establish best practices.
• Increase customer satisfaction by ensuring every interaction meets company standards.
• Demonstrate a high level of Welcome, Approach, and Mix & Match energy while leading the team.
• Monitor customer data to plan Actions-Interactions that boost satisfaction.
• Ensure the team understands and is up-to-date on their CS profile and leadership profiles.
• Build lasting relationships with customers and answer product-related questions.
• Promote integrated sales by proposing all available purchase options based on customer demand.
• Conduct in-depth Client Services to ensure excellence in the customer experience
• Manage all communication portals of the company.

SKILLS & ATTITUDES
• Passionate, curious, motivated, dynamic, and eager to contribute something unique.
• Strong customer orientation, and a desire to share this passion with both the team and customers.
• Highly sensitive to the experiences of those around you.
• Creative, proactive, and friendly, able to foster a positive atmosphere within the team.
• Strong knowledge and analytical skills regarding Client Services KPIs.
• Highly flexible, with excellent time and pressure management abilities.
• Experienced in developing others, CX training, and project management.
• Excellent communication, influencing, management, and leadership skills.
• Self-motivated, with the ability to motivate others and provide constructive feedback.

EXPERIENCE & QUALIFICATIONS
• Financial, Insurance, Subscription and Debt management experience (Products)
• Previous customer experience.
• Experience with customer surveys, consumer behavior analysis, and customer analytics.
• CRM knowledge preferred.
• Team management experience preferred.
• Fluent in English
• Matric
• Min 5-8 years Client Services experience in the financial industry of which at least 3 – 5 years are
within a managerial role

Should you be a match for this opening, Please send your CV to: financialcareers@hireresolve.za.com