Relationship team leader

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CLIENT RELATIONSHIP TEAM LEADER

Salary: R17 500 Location: Cape Town About the company: A Global Business Process Outsourcer who adds value to its clients by surpassing all customer experience expectations seeks to employ a QA Team Leader. This role will ensure that customers receive first class, excellent service at all times and that the agent groups have the relevant knowledge, learnings, feedback and support to deliver the right response to customers. Duties: • Encouraging agents to utilise information tools and relevant systems to enable accurate and excellent service • To stay up to date on all products, processes and policy matters for the client • To attend and contribute into governance meetings with Customer Experience Manager • To provide feedback on all Customer KPIS to Customer Experience Manager on key opportunities from business change or risks that may affect customer resolution • To design and complete ELP sessions for agent group on ways to improve customer experience • Tracking of all queries raised from advisors • Updating the QTL (query log tracker) with all questions raised from agents • Quick fire monitoring of agents calls to track adherence to processes and information given through floor walking feedback • Work with QA Team Leader to provide insights into: behavioural issues, learning gaps and upstream initiatives to improve Customer Experience and resolution • To review cases of unsatisfactory customer experience on a regular basis to understand insight and learnings for agent groups • To raise issues that prevent customer experience in a quick, efficient manner each and every time they occur (such as system outages, profile issues and products) • To provide real time floor assistance for the advisors • On the job product and process coaching and support for advisors • Real time support and assisting with escalations • Ensuring that all promised call backs are achieved each day through the agent group • Working closely with Team Leaders and Support Services • To ensure that feedback is constructive to Team Leaders and Support Services in matters of customer experience • To ensure that Customer Experience remains a focus in all conduct, working policies of agent group • To monitor calls each month for Customer Experience Insight (remotely and side by side) • To attend training, calibrations on quality and customer experience Requirements: • Matric / NQF Level 4 • Minimum of 1 years Telecommunications experience working with UK Clients • Understanding of tNPS and Customer Experience initiatives, metrics, insights and policies • Shift work is a requirement • Min of 8hrs phone time is required per month • Dealing with confidential information • Intermediate proficiency in MS Office • Effective Communication and Problem Solving skills • Excellent Planning and Organising skills • Ability to be flexible • Excellent attention to detail and excellence in all aspects of work outputs • A real passion for Customer Service • Strong report writing and insight analysis
South Africa

QUALITY TEAM LEADER

Salary: R17 500 p/m Location: Cape Town About the company: A Global Business Process Outsourcer who adds value to its clients by surpassing all customer experience expectations seeks to employ a Client Relationship Manager / Quality Team Leader. This role will ensure that customers receive first class, excellent service at all times and that the agent groups have the relevant knowledge, learnings, feedback and support to deliver the right response to customers. Duties: • Encouraging agents to utilise information tools and relevant systems to enable accurate and excellent service • To stay up to date on all products, processes and policy matters for the client • To attend and contribute into governance meetings with Customer Experience Manager • To provide feedback on all Customer KPIS to Customer Experience Manager on key opportunities from business change or risks that may affect customer resolution • To design and complete ELP sessions for agent group on ways to improve customer experience • Tracking of all queries raised from advisors • Updating the QTL (query log tracker) with all questions raised from agents • Quick fire monitoring of agents calls to track adherence to processes and information given through floor walking feedback • Work with Customer Experience Manager to provide insights into: behavioural issues, learning gaps and upstream initiatives to improve Customer Experience and resolution • To review cases of unsatisfactory customer experience on a regular basis to understand insight and learnings for agent groups • To raise issues that prevent customer experience in a quick, efficient manner each and every time they occur (such as system outages, profile issues and products) • To provide real time floor assistance for the advisors • On the job product and process coaching and support for advisors • Real time support and assisting with escalations • Ensuring that all promised call backs are achieved each day through the agent group • Working closely with Team Leaders and Support Services • To ensure that feedback is constructive to Team Leaders and Support Services in matters of customer experience • To ensure that Customer Experience remains a focus in all conduct, working policies of agent group • To monitor calls each month for Customer Experience Insight (remotely and side by side) • To attend training, calibrations on quality and customer experience Requirements: • Matric / NQF Level 4 • Minimum of 1 years Telecommunications experience working with UK Clients • Understanding of tNPS and Customer Experience initiatives, metrics, insights and policies • Shift work is a requirement • Min of 8hrs phone time is required per month • Dealing with confidential information • Intermediate proficiency in MS Office • Effective Communication and Problem Solving skills • Excellent Planning and Organising skills • Ability to be flexible • Excellent attention to detail and excellence in all aspects of work outputs • A real passion for Customer Service • Strong report writing and insight analysis Email your detailed CV to: • Email your CV to ronell@odwyerpersonnel.co.za or visit our website and submit your CV online at www.odwyerpersonnel.co.za/vacancies • We regret that we cannot contact all applicants regarding their status. Should you not be contacted by us within 30 days from the date of your submission, please consider your application unsuccessful. • We regret that we cannot contact all applicants regarding their status. • For more vacancies visit our Page on Facebook: O’Dwyer Personnel • Alternatively follow us on Twitter: OdwyerPersonnel
South Africa

CUSTOMER EXPERIENCE MANAGER

Salary: R480K p/a Location: Cape Town About the company: A Global Business Process Outsourcer who adds value to its clients by surpassing all customer experience expectations seeks to employ a Customer Experience Manager. This role will ensure that customers receive first class, excellent service at all times and that the agent groups have the relevant knowledge, learnings, feedback and support to deliver the right answer to customers. Duties: • Responsible for managing the Client Relationship Managers • Hold governance meetings with Customer Relationship Managers daily, weekly and monthly to ensure that all activities and priorities are achieved • Be responsible for the understanding and application of all Customer KPIs within each Customer Relationship Manager’s area • To ensure that system utilisation and knowledge tools is at required levels every day across the campaign • To regularly communicate to the CCM any issues of Customer Experience, insights and solutions to improve resolution for customers • To work closely with the Account Manager and CCM on customer insight initiatives, analysis and communication to the client and Execs • Tracking, consolidation and reporting of all QTL, monitoring and detractor analysis on account • Provide insights into: behavioural issues, learning gaps and upstream initiatives to improve Customer Experience and resolution • To ensure regular review into cases of unsatisfactory customer experience (People Failures, Resolution Desk, Customer Care Breaches, Detractor Comments and other related matters) on a regular basis to understand insight and learnings for agent group • To raise issues that prevent customer experience in a quick, efficient manner each and every time they occur (such as system outages, profile issues and products) • To ensure that all escalations, feedback and support to agents are provided each day by Customer Relationship Manager • To ensure that Customer Experience remains a focus in all conduct and working policies of Senior Leadership team • To escalate any Team Leader issues regarding Customer Experience into the relevant channel • To ensure the required number of monitors are completed each month for Customer Experience Insight (remotely and side by side) • To attend training, calibrations on quality and customer experience Requirements: • Matric / NQF Level 4 • Minimum of 3 years Telecommunications experience working with UK Clients • Minimum of 2 years Leadership experience • Experience of Second Line Management would be beneficial • Understanding of NPS and Customer Experience initiatives, metrics, insights and policies • Shift work is a requirement • Dealing with confidential information • Intermediate proficiency in MS Office (Full Suite) • Ability to influence internal and external stakeholders • Attention to detail and excellence in all aspects of work outputs • A passion for Customer Service • Report writing and insight analysis Email your detailed CV to: • Email your CV to mikhaila@odwyerpersonnel.co.za or visit our website and submit your CV online at www.odwyerpersonnel.co.za/vacancies • Please note only Candidates that meet the required minimum will be considered coupled with information requested above. • We regret that we cannot contact all applicants regarding their status. • For more vacancies visit our Page on Facebook: O’Dwyer Personnel • Alternatively follow us on Twitter: OdwyerPersonnel
South Africa

CUSTOMER EXPERIENCE MANAGER

Salary: R480K p/a Location: Cape Town About the company: A Global Business Process Outsourcer who adds value to its clients by surpassing all customer experience expectations seeks to employ a Customer Experience Manager. This role will ensure that customers receive first class, excellent service at all times and that the agent groups have the relevant knowledge, learnings, feedback and support to deliver the right answer to customers. Duties: • Responsible for managing the Client Relationship Managers • Hold governance meetings with Customer Relationship Managers daily, weekly and monthly to ensure that all activities and priorities are achieved • Be responsible for the understanding and application of all Customer KPIs within each Customer Relationship Manager’s area • To ensure that system utilisation and knowledge tools is at required levels every day across the campaign • To regularly communicate to the CCM any issues of Customer Experience, insights and solutions to improve resolution for customers • To work closely with the Account Manager and CCM on customer insight initiatives, analysis and communication to the client and Execs • Tracking, consolidation and reporting of all QTL, monitoring and detractor analysis on account • Provide insights into: behavioural issues, learning gaps and upstream initiatives to improve Customer Experience and resolution • To ensure regular review into cases of unsatisfactory customer experience (People Failures, Resolution Desk, Customer Care Breaches, Detractor Comments and other related matters) on a regular basis to understand insight and learnings for agent group • To raise issues that prevent customer experience in a quick, efficient manner each and every time they occur (such as system outages, profile issues and products) • To ensure that all escalations, feedback and support to agents are provided each day by Customer Relationship Manager • To ensure that Customer Experience remains a focus in all conduct and working policies of Senior Leadership team • To escalate any Team Leader issues regarding Customer Experience into the relevant channel • To ensure the required number of monitors are completed each month for Customer Experience Insight (remotely and side by side) • To attend training, calibrations on quality and customer experience Requirements: • Matric / NQF Level 4 • Minimum of 3 years Telecommunications experience working with UK Clients • Minimum of 2 years Leadership experience • Experience of Second Line Management would be beneficial • Understanding of NPS and Customer Experience initiatives, metrics, insights and policies • Shift work is a requirement • Dealing with confidential information • Intermediate proficiency in MS Office (Full Suite) • Ability to influence internal and external stakeholders • Attention to detail and excellence in all aspects of work outputs • A passion for Customer Service • Report writing and insight analysis What to include: • Detailed CV (Please include month and year employed) • Reason for leaving last employ • Current salary • Required salary Email your detailed CV to: • Email your CV to mikhaila@odwyerpersonnel.co.za or visit our website and submit your CV online at www.odwyerpersonnel.co.za/vacancies • Please note only Candidates that meet the required minimum will be considered coupled with information requested above. • We regret that we cannot contact all applicants regarding their status. • For more vacancies visit our Page on Facebook: O’Dwyer Personnel • Alternatively follow us on Twitter: OdwyerPersonnel
South Africa

SALES EXECUTIVE – MILNERTON / CAPE TOWN

Sales Executive – Milnerton / CAPE TOWN    Sales Executive – Fleet & Logistics   This is an intermediate position – 2 -4 years’ experience needed   National Market leader in Milnerton area is seeking to employ an external sales executive   The successful candidate will have a proven track record in external sales, cold calling and relationship building Must be bubbly, a team player with good negotiation   Remuneration negotiable on experience, but in the region of R ctc, company car, fuel and commission   Candidate must have a clear criminal and credit record as per our clients requirements   Please submit cv’s to Marlene at 
South Africa

AREA MANAGER KZN REGION

Area Manager KZN Region An established Leader in state-of-the-art electronic locking systems and access management systems are currently seeking to employ: DIVISION: Specialised Building Materials Ironmongery MINIMUM SKILLS AND KNOWLEDGE REQUIRED • Minimum of 5 years relevant experience in a sales, marketing, and/or technical field • Relevant tertiary qualification in a sales, marketing, and/or technical field will be advantageous • Proven acumen in a sales environment, commercial flair and negotiations skills • Must have a valid driver’s license (code 8) BEHAVIOURAL DIMENSIONS REQUIRED • Strong sales /marketing background • Must be able to work independently, as well as within a team, must be a self-starter • Strong organisational and time management skills with the ability to establish priorities and proceed with objectives with little supervision • Strong customer orientation and communication skills • Ability to work on call outside standing working hours when necessary • Extensive travel will be required • Require to obtain/maintain standards • Attention to detail and high levels of accuracy BRIEF DESCRIPTION OF KEY PERFORMANCE AREAS • Demonstrate and promote 100% commitment to providing the best possible experience to clients and employees • To manage the company’s entire operation within the region’s hospitality sector (from sales right through to delivery, training, after sales service and support) • To grow, develop and build awareness of the company’s product and service offering • Identification of new business opportunities and the development of marketing strategies • Ability to handle client queries and problem solving • Maintaining detailed knowledge of the company’s product, service and processes • Keep abreast of what competitors are doing • Manage client relationship through all phases of the sales cycle • To provide existing clients in the hospitality industry with ongoing support and technical services with regards to their electronic access control management system • To train staff at all levels within the hospitality industry on how to use manage and maintain their electronic access control and security system (according to their areas of responsibility) • To liaise and network within various areas of the construction industry (e.g. Architects, quantity surveyors, developers etc.) to identify new areas of business and to assist in the development and installation of new projects • Will look after company equipment and ensure its safety at all times • Reporting to senior management on a Daily basis Salary: R 20 000.00 CTC (Includes unlimited fuel, cell phone allowance, medical aid, provident fund and commission) Please send cv’s to Ryan at recruiter@servicesolutions.co.za
South Africa

TAKE AWAY MENUS, RESTAURANT MENUS, SUPPLY, REPAIR, INSTALL,

We are the South Africa market leader in design and manufacture of modern and bespoke illuminated LED menu board signs and digital menu systems for restaurants, takeaways, coffee shops and other food service industry. With over 16 years experience of designing and manufacturing bespoke menu display systems we know how to deliver on our promises. We have gained a reputation across the food & hospitality industry for supplying the high-quality products and service. From single shops through to large franchising chains we have a solution that meets your size and cost requirements. Alongside offering quality products at competitive rates and fast turnaround times, we also provide a full in-house design service by our professional designers with extensive knowledge of graphic design and implementation. We’re ahead of the traditional menu boxes, because we consistently invest in new technology. Our vision Our Vision is to be the best supplier of menu board signage and point of sale systems to the fast food & hospitality industry by continually working with our customers in order to add value and provide effective communication irrespective of location, nationality & culture. Our ethos We put our customers first We provide the best possible service We will always transact our business with honesty, integrity and fairness We work as a team We respect each other We value our relationship with our customers
South Africa


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