Unique Personnel boasts over 50 years (established in 1970) of personnel and staffing experience, so it's not surprising that even though our main focus has been providing on South African Staffing Solutions, we now recruit internationally for over 5000 clients JOB DESCRIPTION As a Customer Service orientated organisation, Company is seeking a Customer Service Operations Manager to oversee and manage the Company Customer Service Department. The Company Customer Service Department consists of Service Desk, Repair Centre and Field Technical teams. Summary of Customer Service Operations Manager role and key responsibilities: Management of the Service Desk, Repair Centre/s & Technical Field Service Teams. Oversight and Management of the Team Leaders for the teams mentioned above. Management of the Service Desk to ensure optimal service and handling of Customer incidents and requests within the agreed service timeframes. Technical experience in servicing of IT/Mobility equipment required in order to guide and manage technical support teams within the Customer Service Department. Able and capable in managing repair jobs within the Company Repair Centre/s based on priority of service. • Daily operational management of Repair Centre in order to achieve a consistent level of service and quality of workmanship. Management of the Field Support teams in order to achieve a high level of onsite support and customer service within agreed service windows. Ability to work within a Service Management framework and use reporting, data and trends in order to make decisions and improvements in service. Management of spare part inventory and cost related to labour and/or spares. Ability to set key performance indicators for service and technical teams and manage performance against these on a daily basis. Capable of implementing service improvement plans in areas or instances of bad service delivery. Working together with the account and service delivery management teams in order to ensure that a high quality of service is provided to all Customers. KEY OBJECTIVES OF THE ROLE: Management of the Company Customer Services & Technical Support teams within the Company Customer Services Division. Achieve Service Levels Agreements Metrics. Drive positive growth for the Customer Services Division and effectively manage Operational costs. Implement effective management strategies with the current Service and Technical managers within the Customer Service Division. Engage with Customer on Service Escalations and manage the Customer Experience for Company Customers. Present Customer Service Team performance on a recurring basis. Design and implement Standard Operational Procedures and Optimized processes. Implementation and management of Staff Key Performance Indicators and performance against Service Level Agreements in place with Customers. Ensure a positive Customer Experience and seek to improve Customer Satisfaction. Defining clear Administrative Processes and Procedures in order to minimise risk, ensure cost-saving. Implement improved purchasing processes for equipment and spares. Implement a staff growth and development plans. Ensure optimal productivity amongst staff and ensure that staff are managed in an effective and positive way in line with the Company vision. Requirements for the Role Degree / Diploma or relevant experience in service or operational management. ITIL Certification id preferred. Experience in Customer Service and/or Service Delivery Management. 3 to 5 Years of operational management experience. Ability to interpret and present data and performance metrics. Fluent in English oral and written. Advanced understanding and/or qualification in South African labour law or basic conditions of employment. Able to manage a team of resources. Ability to work under pressure, multitask and prioritize. Team player; easy to work with, integrates easily into a new environment. Capable of showing initiative and out of the box thinking. Proficiency in MS Office is necessary. Apply Now

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Customer Service Operations Manager Ekurhuleni (East Rand) - South Africa

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