Motus is Currently Opening Job Vacancies as Manager: Customer Care - Apply Now

Reference Number - MOT250402-9

Job Title - Manager - Customer Care

Branch/Department - Motus Vehicles Distributor (Parts Distribution Centre)

Job Type Classification - Permanent

Location - Town / City - Johannesburg

Location - Province/Area - Gauteng

Location - Country - South Africa

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

Resolve problems by applying the necessary discretion and guidelines.
Define standard operating procedures (SOPs).
Plan, manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities.
Implement and manage end-to-end processes.
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.
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.
Monitor and report on progress against operational plans and adjust where required.
Monitor SLA and report accordingly to ensure compliance.
Prepare contact centre performance reports by collecting, analysing, and summarising data and trends.
Contribute to the development of the appropriate strategy and set targets within area of accountability.

FINANCE

CLIENT

Continuously monitor actual process turnaround times and quality standards and resolve issues efficiently to enhance effective customer/client service delivery.
Plan, manage and monitor processes to ensure customer service excellence.
Deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business.
Build sustainable relationships with customers that contribute to a culture of customer service excellence.
Address any customer queries and make relevant decisions to ensure customer satisfaction .
Monitor client service feedback reports, implement relevant interventions and align practices and related processes to maximise client satisfaction and profitability.
Build and maintain relationships with clients and internal and external stakeholders that promote cross delivery process solutions.

PEOPLE

Implement and manage workforce planning, recruitment, learning and development, performance management, reward and recognition and employee relations to ensure an optimal working environment.
Provide mentoring and coaching for the purpose of continuous knowledge sharing, learning and integration of own knowledge.
Develop and implement soft skills training to ensure employees are competent in their work.
Monitor and positively influence and manage change, and offer operational support where required.
Own and live up to company values.
Create an engaging, enabling and productive work climate aligned to the employee value proposition.

A career opportunity:

About You:

Qualifications, Skills and Experience:

Minimum Experience

Skills and Personal Attributes

Minimum Requirements

Please note that if you do not receive any feedback from us within two weeks regarding your application, consider it unsuccessful.
A broad understanding of the motor and/or the logistics and /or transport industry and legislation relating thereto.

Important

Don't miss this opportunity to start your career at Manager: Customer Care!

Interested and qualified candidates can apply through the following application link.

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