NSA Manager Customer Engagement Centre

POSITION/TITLE                                        :       Manager Customer Manager

GRADE                                                           :       EVP-5

DIVISION                                                       :        CQ, DND & Training

DEPARTMENT                                              :        Customer Quality Department

PURPOSE / DETAILS OF THE JOB

Manages and Co-ordinates the entire operation of the Customer Contact Centre, including complaint handling activities of Customer Support centre consultants, Aftersales Performance Managers, Sales Performance Managers, Regional Managers and Dealer Principals in respect of customer complaints. Develops customer service and satisfaction. Duties include selecting, training, and evaluating the customer Care support personnel. Develop and maintain relationships with dealer networks. Manage all Customer Care Processes and facilitate all Legal related matters pertaining to Customer Care related issues including CPA cases & National Consumer Council

QUALIFICATIONS & EXPERIENCE

NQF 6 or Degree: Customer Support Management/ Higher accountancy/ Sales and Marketing/ Legal

5-8 years experience in Customer Care / Management Automotive experience

KEY OUTPUTS AND ACCOUNTABILITIES

• Strategy creation and execution
  • Develop Customer Care strategy according to department’s vision and mission and objectives;
  • Ensure that management team is aligned with and support the vision;
  • Create measurable goals with a realistic timeframe;
  • Regularly track and monitor progress and address deviations where necessary;
  • Adjust strategy according changing environment or challenges;
  • Take part in strategic sessions
• Finance
  • Set out Customer Care budget per financial year by determining the amount of resources required to carry out objectives;
  • Continuously monitor and track actual spend vs budgeted spend
• People Management
  • Weekly meeting with respective Managers to discuss contractors career paths, training and deliverables;
  • Contract performance objective with each subordinate
• Operational Processes and Tools
  • Develop an internal and external customer care process and policy statement on customer service;
  • Conduct customer service audits to identify inconsistencies between company practices and customer expectations;
  • Develop procedures to maintain customer care standards;
  • Communicate, train and coach quality and customer service standards to relevant staff;
  • Develop and maintain customer care objectives that are clear, obtainable and contain measures of performance;
  • Develop and monitor individual and team responsibilities, authorities and accountabilities
• Customer Care Management
  • Daily supervision with Customer Contact Centre consultants, etc., regarding the nature of and resolution of received complaints;
  • Solve cases that are escalated
• Project management
  • Manage and chair projects on VOC management to improve customer experience and improve OAO of Nissan and Datsun brand
• Analysing Customer verbatim
• Manage & provide reporting on Dealer performance
• Social
  • Monitor and Manage social reputation
• Innovate
  • Ensure Contact Centre is kept up to breast with Contact Centre trends and implement strategies
• MAJOR ACTIVITIES
  • Basic Business Communication
  • Maintaining levels of quality and excellence
  • Basic Time Management
  • Dealing with customers:
    •   customer satisfaction index
    •   client feedback mechanisms
    •   handle customer complaints promptly
    •   follow-up on customer complaints
    •   ensure remedies are implemented.
  • Legal case handling
  • Teamwork
  • Basic Planning
  • Supervisory skills
  • Work management
  • Project management
  • Financial management and budgeting
  • Managing meetings
  • Managing own responsibilities
  • Conflict Management
  • Basic assertiveness and Stress management
  • People Interaction

CRITICAL KNOWLEDGE

• Knowledge and Understanding of Customer Support Centre Processes
• Knowledge and Understanding of Dealer Operations and Processes

• Knowledge and Understanding of all Consumer Laws including CPA
• Proven expertise and job related knowledge of operational requirements associated with position
• Computer literacy
• Knowledge of SA supplier base
• Financial and budgeting management

ATTRIBUTES & SKILLS

• Project Management Skills
• Customer Focus
• Conceptual Thin