Job Description

Job Purpose
To plan, manage and monitor the implementation of customer care related activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery and customer satisfaction.
Specific Role Responsibilities
GENERIC JOB OUTPUTS
PROCESS

• Contribute to the development of the appropriate strategy and set targets within area of accountability.

• Define standard operating procedures (SOPs).

• Implement and manage end-to-end processes.

• Maintain and improve the call center operations by monitoring performance; identifying and resolving problems within specified lead time and preparing and completing action plans for process improvements.

• Manage all operational risk and risk mitigation initiatives.

• Manage operational risk and risk mitigation initiatives.

• Manage and report on loan vehicle fleet across the brands.

• Monitor and report on progress against operational plans and adjust where required.

• Monitor SLA and report accordingly to ensure compliance.

• Plan, manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities.

• Prepare contact centre performance reports by collecting, analysing, and summarising data and trends.

• Resolve problems by applying the necessary discretion and guidelines.

FINANCE

• Manage financial activities in line with approved policies and procedures.

• Manage, monitor and report on budget variances and provide solutions.

CLIENT

• Build and maintain relationships with clients and internal and external stakeholders that promote cross delivery process solutions.

• Deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business.

• Address any customer queries and make relevant decisions to ensure customer satisfaction .

• Build sustainable relationships with customers that contribute to a culture of customer service excellence.

• Continuously monitor actual process turnaround times and quality standards and resolve issues efficiently to enhance effective customer/client service delivery.

• Monitor client service feedback reports, implement relevant interventions and align practices and related processes to maximise client satisfaction and profitability.

• Plan, manage and monitor processes to ensure customer service excellence.

PEOPLE

• Create an engaging, enabling and productive work climate aligned to the employee value proposition.

• Develop and implement soft skills training to ensure employees are competent in their work.

• Implement and manage workforce planning, recruitment, learning and development, performance management, reward and recognition and employee relations to ensure an optimal working environment.

• Monitor and positively influence and manage change, and offer operational support where required.

• Own and live up to company values.

• Provide mentoring and coaching for the purpose of continuous knowledge sharing, learning and integration of own knowledge.

Qualifications and Experience
Minimum Qualification

• Matric

• Any relevant tertiary qualification

Minimum Experience
3 - 5 years' experience in a similar environment
Skills and Personal Attributes
Minimum Requirements
A broad understanding of the motor and/or the logistics and /or transport industry and legislation relating thereto.
Please note that if you do not receive any feedback from us within two weeks regarding your application, consider it unsuccessful.