Service Recovery Manager Job in Johannesburg
Job Description
Service Recovery Manager Job. In the realm of customer service, the Service Recovery Manager holds a pivotal role, dedicated to ensuring customer satisfaction and loyalty in the face of service failures or issues. Tasked with resolving complaints, addressing concerns, and restoring confidence in the organization’s services, the Service Recovery Manager serves as a beacon of support and resolution. With a keen eye for problem-solving and a commitment to delivering exceptional customer experiences, they play a crucial part in maintaining positive relationships between the company and its clientele.
Responsibilities of Service Recovery Manager Job
- Achieve net profit growth for business.
- Drive significant growth and profitability in the context of cost management
- Manage costs/expenses within approved budget to achieve cost efficiencies
- Deliver exceptional service that exceeds customers’ expectations through proactive, innovative, and appropriate solutions
- Manage existing clients and grow the portfolio by making contact and generating leads
- Resolve all customer queries efficiently, and within agreed timelines.
- Maintenance of expert knowledge on specific products, pricing, application procedures, processing, and timelines in order to drive and achieve relevant sales targets.
- Maximise cross-sell opportunities and strengthen client relationships.
- Prepare business communication that is of a professional standard.
- Provide sales support efficiencies and services in order to ensure retention of clients.
- Provision of an efficient administration service through careful and timely planning, reporting, and updating of all related information.
- Comply with governance in terms of legislative and audit requirements.
- Enter all Qualified leads into the sales pipeline and maintain on a daily basis.
- Develop Strategies to improve operational and cost efficiencies by tracking, controlling, and influencing Sales and Service activities with the specific aim of increasing sales and Service efficiencies of the team.
- Develop materials and documentation including minimum standards, templates, guidelines, FAQs, and processes.
- Develop a deep understanding of the technical trends, market, competition, and trends in the market.
- Research and identify new entrants in the relevant industries (mobile, payments, finance, etc).
- Assess opportunities and threats from these entrants.
- Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data.
- Manage own development to increase own competencies.
Requirements
- Bachelor’s degree in Business Administration, Management, or related field.
- Proven experience in customer service management or a similar role.
- Strong understanding of customer service principles and practices.
- Excellent communication and interpersonal skills.
- Ability to remain calm and composed under pressure.
- Effective problem-solving and conflict resolution abilities.
- Detail-oriented with a focus on delivering quality service.
- Proficiency in using customer service software and tools.
- Ability to work collaboratively with cross-functional teams.
- Flexibility to adapt to changing priorities and situations.
- Prior experience in handling service recovery processes is a plus.
