Client Service Manager IT

 

Recruiter:

Denton Harvey

Job Ref:

JHB000495/MR

Date posted:

Monday, February 21, 2022

Location:

Johannesburg, South Africa

Salary:

480000


SUMMARY:
We are looking for a qualified Client Service Manager to join our team in Randburg. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. As a Client Service Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position

JOB DESCRIPTION:

Requirements
  • BSc degree in Computer Science, Information Technology or relevant field
  • Proven work experience as a Help Desk/Client Service Manager;
  • 5 - 8 years hands on experience with help desk and remote control software;
  • Must speak Afrikaans and English
  • Excellent knowledge of SQL
  • Solid technical background with an ability to give instructions and guidance to a non-technical audience;
  • Customer-service excellence oriented with a problem-solving attitude;
  • Excellent written and verbal communications skills;
  • Team management skills;
  • Familiarity with traditional and modern support methods, tools and techniques;
  • Sound decision making, planning and organisational skills;
  • Ability to present complex information to support staff and clients alike;
  • Proficiency in MS Office and support experience in a Software as a Service environment;
  • General knowledge of and experience in a Software as a Service environment (5 years minimum);
  • Technical qualification would be advantageous

Primary Responsibilities
  1. Managing the help desk team and evaluating staff performance on an ongoing basis;
  2. Ensuring customer service is timely, accurate, of the highest standard and within the parameters of agreed to SLA’s;
  3. Recruiting, training and supporting help desk representatives and technicians;
  4. Setting specific customer service standards and continually striving for customer service excellence;
  5. Contribute to improving customer support by actively responding to queries and handling complaints as well as support escalations;
  6. Establish best practices through the entire technical support process;
  7. Follow up with customers to identify areas of improvement on a one-on-one basis and through online customer satisfaction surveys;
  8. Develop daily, weekly and monthly reports on help desk team’s productivity and report back to the appropriate internal teams, like product developers, as well as senior management;
  9. Deliver face to face as well as online client support, as and when required, whichever appropriate;
  1. Act as a conduit between customers externally (brokers, administrators, UMAs and insurers) and our team teams internally, to ensure optimal client service levels;
  2. Work with the support and business teams to plan for forthcoming implementations, managing the customer’s expectations during the set-up, implementation and training phase, until handover to the support team;
  3. Escalate, where necessary, to the development teams to ensure customer business priorities are understood and delivered upon;
  4. Work with business, development and support teams to resolve any conflicts and customer issues;
Skills Required
Technical
  1. Strong knowledge and experience within the financial services industry, preferably intermediated short term insurance industry (including quoting, policy administration, claims management and rating systems);
  2. Solid working understanding of Software as a Service technology;
  3. Proficiency in SQL and SQL scripting would be advantageous;
  4. Experience working with online support desk tools like ZOHO Desk, Freshdesk, PC Anywhere, Microsoft Teams, Skype, Zoom, etc.
 
Non-Technical
  1. Deadline focussed, driven to achieve delivery and customer satisfaction;
  2. Attention to detail, taking pride in delivering all work to the highest standard;
  3. Excellent verbal and written communication skills, able to listen (e.g. to requirements), interpret and articulate effectively (e.g. explaining customer business needs to a technical development team);
  4. Ability to work within cross-functional teams of technical and business people;
  5. Self-sufficient in ensuring delivery, willing to take full responsibility and ownership to ensure success;
  6. High aptitude and initiative toward learning new skills;
  7. Willing and able to travel around South Africa in order to meet customers and partners, if necessary.

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.


 

 

 

Similar jobs you might be interested in:

Client Service Consultant
Location: Sandton
Salary: 12000
Our client is looking for a client service Consultant in Sandton 
4 days ago


Client Service Executive
Location: Johannesburg
Salary:
A reputable insurance company is seeking a dedicated and enthusiastic client service Executive to join their amazing team! If you’re passionate about delivering exceptional customer service, have strong communication skills, and thrive in a dynamic environment, this is the perfect opportunity for you.
4 days ago


Manager: Tax Disputes & Controversy
Location: Gauteng
Salary: Market related
We are looking for a manager to join the Tax & Legal team, to assist with Support service / business
Today


New Vehicle Sales Manager
Location: Johannesburg
Salary:
New Vehicle Sales manager - Johannesburg North, Gauteng
Today


Business Development Consultant - Utility Sector
Location: Johannesburg
Salary:
🔧 Innovators Wanted! Join a young, collaborative team and sell digital utility solutions that redefine the industry. 🚀 Apply now! 🌍
Today


Cross Border Operations Manager
Location: Johannesburg
Salary:
Highly skilled and knowledgeable Cross Border Operations manager required for a division of our progressive Logistics Group.  The role is situated on the East Rand and it is essential that candidates have excellent cross border and customs knowledge as well as a minimum of 5 years' management experience in a similar role.
3 days ago


Inbound Travel Specialist
Location: South Africa
Salary: Market related
Processing of reservations from quote to finalising reservations
3 days ago


Group Reservations Manager
Location: Johannesburg
Salary:
Our client, a luxury lodge & hotel group based in Bryanston; Johannesburg is looking for an experienced Reservations manager with at least 5 years’ experience. The Reservations manager is responsible for managing the reservations process and operations for the lodges and hotels, by training and motivating the team to deliver quality service and meet financial targets for the property. Th...
4 days ago


FARM/ RESERVE MANAGER
Location: Krugersdorp
Salary:
Krugersdorp Area – Gauteng: Our client is looking for a Farm / Reserve manager to join the team. The Farm/Reserve manager will oversee the efficient management of the reserve’s infrastructure and operational activities while ensuring prompt service delivery to all internal stakeholders. Only candidates with the relevant experience will be considered.
4 days ago


Senior Restaurant Manager
Location: Johannesburg
Salary: R30,000 - R40,000 CTC
Dynamic Senior Restaurant manager wanted for a high end restaurant. Available immediately.
4 days ago


Create a free job alert for Client Service Manager IT in Johannesburg

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions

 

Jobseekers

Register your CV Search jobs CV writing

Recruiter

Advertise jobs Search the CV database

General

Disclaimer Terms and conditions Privacy policy Cookie policy POPIA manual Unsubscribe

© Copyright 2025 Job Placements. All Rights Reserved.