Customer Service Manager

Customer Service Manager

Job Title: Customer Service Manager
Contract Type: Permanent
Location: Gauteng
Reference: JN -112019-18849
Contact Name: Christopher Stemmet
Contact Email:
Job Published: March 27, 2020 12:51

Job Description

Main Responsibilities
  1. Work with clients, internal IT and service providers according to the required processes and system solutions
  2. First line system support to clients
  3. Manage and participate in Operational Meetings and reporting
  4. Manage all client project scope changes
  5. Direct support to developers to clarify client requirements
  6. Manage and participate in tasks through each of the key areas of the SDLC, including classification, prioritisation, business requirements, design, testing, user training and deployments
  7. System and system environment administration, release management and configuration
  8. General System, Process and Client Communication
  9. Identify and implement opportunities to improve service quality, accuracy, compliance and productivity
  10. Develop skills to enhance personal effectiveness and efficiency
Personal attributes
  • Self-motivated and energetic, with a proactive disposition to achieve objectives within deadlines
  • Passion for excellence
  • Embrace change positively
  • Integrity
  • Team player
  • Leadership
  • Ability to pay meticulous attention to detail
  • Good communication skills
  • Good interpersonal skills
  • Decision-making ability
  • Lateral thinking ability
  • Analytical and problem-solving skills
  • Presentation skills
  • Time management and organization skills
  • Client Relationship management
  • Financial Services Industry Knowledge, Business and Systems Knowledge and Experience
  • Understanding of the technical aspects of the SDLC
Formal Requirements
Candidates must meet the following minimum requirements:
  • Practical experience in the Systems Development Life Cycle and associated Project Management processes.  A related qualification is an advantage.
  • Practical experience in client service management. A related qualification will be an advantage.
  • A broad understanding and experience of the Finance Industry. Knowledge of the Employee Benefits Industry would be an advantage. A related qualification and an understanding of business related products, processes and systems will be an advantage.
  • A B.Comm. qualification is not required, but it, or a similar qualification, or significant progress towards such qualification will be an advantage.

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