Customer Service Manager
Available for exploratory interviews.
Ref: EP78615946
Customer Service Manager ( or Information & Communications Technology ), seeks a position as Services Management
Supervisor
Team Leader
Management (Customer satisfaction
Data driven
Overseeing of staff
Upskilling staff
Being an asset within the Business and Business unit)
Company classification: Service Provider (supply chain, professional services, repair & maintenance, etc.) Industry in: Information & Communications Technology Highest formal qualification and other: Advanced Certificate Years of experience range: f. 16 to 20 years (b. 1 to 2 years management) Annual package range: South African Rand - ZAR Annual package range: 451 000 - 550 000, per annum Nationality: South African Home and other languages: Afrikaans, English Gender: Female Ethnicity: Caucasian/White Candidate location: South Africa Location preference: I am open to positions only in my area (I don't want to move house).
Experienced operations and service management professional with more than 15 years of progressive experience leading teams, managing service delivery, improving operational processes, and coordinating high volume support functions across telecommunications, mobile and data, configuration, and technical service environments. Proven track record of progressing from administrative and service control roles into supervisory and management positions, with strong capability in team leadership, service level agreement management, billing control, client relationship management, escalation handling, process improvement, and cross functional coordination. Demonstrates a hand on yet strategic management style, with experience leading direct reports, driving accountability, setting key performance indicators, streamlining processes in line with International Organization for Standardization and Information Technology Infrastructure Library standards, and ensuring service excellence across multiple departments. Well, suited to management roles that require operational oversight, people leadership, service performance management, and continuous improvement.
Description of self: I am very driven when it comes to my work and put all my focus into my work
I am the type of person that will put in the extra time if need be to get the job done accurately and timeously
My main focus is client satisfaction and to get the job done.
I need to work in order to support my family in every aspect.
Contribution Compass Profile: Conductor
Activating: 19.25 Inspiring: 23.02 Sustaining: 25.28 Refining: 32.45
The Conductor is one of the eight natural energy profiles identified by the online profiling tool Contribution Compass that Enshrine Placements have incorporated into their recruitment process to help improve employee engagement. Putting the right profiles together means deliberately structuring your team to function at its optimum.
In this video we address some questions to demonstrate how a Conductor can leverage the most value for your team.
Online Interview Questionnaire
Primary purpose of current/most recent position:
Employees are our clients within the Internal IT division whereby we assist with hardware and software support on laptops and also assist with Mobile and Data support.
Main priority is managing the Mobile and data division and ensuring client satisfaction by assisting with queries and support where possible. I have 1 employee within this division reporting to myself.
Secondly I manage 2 engineers within the configuration department whereby we do hardware support and supply new and existing employees with laptops. My main priorities are to manage and delegate escalations.
Core elements or functions that must operate effectively in order to achieve primary purpose:
Tasks needs to be completed within a certain time frame to ensure client satisfaction.
I am a perfectionist when it comes to my work and need task done timeously and correctly especially when it comes to the monthly billing with mobile and data.
Calls must be completed and accurate communication with clients is a big priority for me.
Description of self, along with greater purpose and passions:
I am very driven when it comes to my work and put all my focus into my work
I am the type of person that will put in the extra time if need be to get the job done accurately and timeously
My main focus is client satisfaction and to get the job done.
I need to work in order to support my family in every aspect.
Ideal business title:
Services Management
Supervisor
Team Leader
Management
Key responsibilities and accountabilities of ideal position:
Customer satisfaction
Data driven
Overseeing of staff
Upskilling staff
Being an asset within the Business and Business unit
Skill area of competence:
Experienced operations and service management professional with more than 15 years of progressive experience leading teams, managing service delivery, improving operational processes, and coordinating high volume support functions across telecommunications, mobile and data, configuration, and technical service environments. Proven track record of progressing from administrative and service control roles into supervisory and management positions, with strong capability in team leadership, service level agreement management, billing control, client relationship management, escalation handling, process improvement, and cross functional coordination. Demonstrates a hand on yet strategic management style, with experience leading direct reports, driving accountability, setting key performance indicators, streamlining processes in line with International Organization for Standardization and Information Technology Infrastructure Library standards, and ensuring service excellence across multiple departments. Well, suited to management roles that require operational oversight, people leadership, service performance management, and continuous improvement.
Career summary:
9 Years as Service Control
8 Years as Services Supervisor
1 Year in Operations Management
What do you absolutely love doing:
I love solving problems and assisting clients in order to ensure client satisfaction.
I always make sure my work is done accurately and in a timeously way.
I strive when it comes to my work as that is always my first priority.
Ideal company (culture and values):
Employee Satisfaction
Client Satisfaction
Working as a team to reach main goals
If you are looking for a Customer Service Manager, then do get in touch.
Call the Head Office – Gauteng, SA. + 27 10 597 0862.
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