Service Excellence Manager

Position Overview

To ensure that the needs and expectations of customers are being met or exceeded. The aim is to provide and promote excellent customer service throughout the organization. To manage the customer service team, making sure that service standards are being met and problems are resolved by working at various levels, from head office to the front end of the business. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Key Responsibility Areas

Detailed Job Description

Growth & Sustainability

• Technically support all Section functions, resources, and strategies through specialized advice in areas of expertise

• Provide advice and act as first level reviewer of all the work of staff, ensure that they are of appropriate quality and that resources are used effectively and comply with leading practices.

• Interface with the Account Management Team, stakeholders, and customers to ensure.

• Ensure service standards and agreements are met and exceeded.

Customer / Client related:

• Execute all customer facing transactions in line with customer strategy resulting in higher satisfaction and timely delivery of services

• Ensure that customer needs, problems and requests are recorded and addressed in a timely manner

• Ensure the delivery of a world-class customer experience

• Support the customer focused culture minimizing disruption to impacted customers ensuring customers are kept informed

• Improvising on Client Feedback to improve systems, processes & communication channels between clients & customers.

Operational Excellence related:

• Oversee the development of the voice of customer strategies and ensure ongoing mapping of customer pain and delight points to accordingly design target customer journeys that provide excellence in customer experience and satisfaction

• Liaise with each business unit under Customer Relationship Management to map the customer journey of each targeted customer with the intent to provide the highest level of customer satisfaction

• Oversee the design of the intended experience that each customer should obtain, advising Customer Relationship Management on the right mix between traditional and digital service delivery methods

• Liaise with the Innovation & Technology Division to ensure that platforms / services are developed as per their approved design, and participate in testing to ensure that they operate in accordance with the defined customer experience

• Working on Tech Enhancements using AI to provide digital customer experience to existing and new customers.

Performance & Training:

• Ensure that all staff acquire the required skills and knowledge by providing coaching and counselling

• Support in development of policies and procedures for various functions within the Section

• Training and development for CSA on Processes, SOP’s, Soft skills & Customer Delight

• Onboarding new Customer Service Agents, responsible for recruiting, screening, hiring. Train agents on, Processes, soft skills, systems.