Job Summary
We are a mid-sized and fast -growing Pension Fund Administration (PFA). The Company is desirous of the services of a senior Customer Care manager to support the Unit Head.
Minimum Qualification:
Degree
Experience Level:
Mid level
Experience Length:
5 years
Job Description
The staff is Responsible for:
Helping to develop and implement customer service policies in the organisation.
Helping to set a clear mission and deploying strategies focused towards that mission
Supervise day-to-day operations in the Customer Care Unit of the Company.
Taking ownership of customers’ issues and following problems through to resolution.
Finding ways to measure customer satisfaction and improve services.
Managing and empowering a team of customer service staff.
Handling inquiries from customers.
Key Responsibilities/Account-abilities
The officer is expected to coordinate the activities of Customer Care employees in the Company to ensure that they perform optimally. Hence, he/she is expected to ensure that the Customer Care Unit in the Company achieved the following:
Driving better sales through service.
Providing help to customers using our organisation's products or services.
Communicating courteously with customers by telephone, email, letter and face-to-face.
Investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants.
Handling customer complaints or any major incidents.
Keeping accurate records of discussions or correspondence with customers.
Analyzing statistics or other data to determine the level of customer service our company is providing
Producing written information for customers, often involving use of computer packages and software.
Writing reports analyzing the customer service that our organisation provides.
Developing feedback or complaints procedures for customers to use.
Improving customer service procedures, policies and standards for the Company and/or the Customer Care Unit.
Meeting with managers in other departments to discuss possible improvements to customer service.
Build strong relationships with customers for new business development opportunities.
Hiring, training, retention and improving performance of the Customer Care team to deliver a high standard of customer service.
Leading or supervising a team of customer service staff.
Learning about our organisation's products or services and keeping up to date with changes.
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Ensure compliance with regulatory requirements impacting customer care function.
Identification of any potential risk issues.
Preferred Qualification and Experience
Bachelor’s degree in Business Administration or relevant field.
A minimum of 5 years’ proven experience in a customer service in the pension industry.
Proficiency in Microsoft Office and customer service software.
Outstanding written and verbal communication skills.
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
Technical Skills/Expertise:
Good experience in managing operational customer care teams.
Communication and negotiation skills that allow him/her to inform, help and advise customers clearly and to liaise effectively with other employees.
Listening skills, to understand exactly what customers require.
Problem-solving skills.
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
Motivational skills and an ability to supervise and lead a team of customer service assistants.
Creative thinking, to be able to come up with new ideas to improve customer service standards.
An ability to work well under pressure.
Organisational and planning skills to develop customer service policies.
Good personal presentation, especially when face-to-face with customers.
A commitment to improve our customer service skills on an ongoing basis.
Influential relationships skills. Able to use these skills to deliver service improvements.
Ability to adapt and succeed in a changing environment
Evidence of well-developed leadership skills
