Customer Relations Manager


Description

Job Title
Customer Relations Manager

Department
Operations

Job Type
Permanent

Location – Town / City
Kimberly

Location – Province
Northern Cape

Location – Country
South Africa

Job Context
Servest (Pty) Ltd, a Leading Facilities Management Company has a challenging opportunity for Customer Relations Manager position reporting to the Regional Manager to be based in Kimberly. The position is for their Cleaning Division.

Minimum Requirements
Matric
Diploma in Business Management
Own Vehicle and valid driver’s licence
Minimum of 3 years’ experience in Cleaning industry or related service industry
Ability to work independently and manage high value portfolio
Strong interpersonal skills with a focus on building rapport with customers
Strong problem solving and analytical skills
Basic knowledge of Health and Safety Act of 1993
Hardworking with a strong working ethic
A proven track record of successfully managing client relationship
Experience in managing a large workforce (approximately 200 people)
Advanced Microsoft skills
Excellent verbal and written communication skills

Duties & Responsibilities
Responsible for between 35-45 sites
Building and maintaining relations with clients and key stakeholders within customer companies
Conducting KPD surveys to ensure customers are satisfied with their products and services
Identify and conclude upsell opportunities within customer base
Letting customers know about other services the company offers.
Visit each allocated customer site at least once a week to build relationships with key stakeholders and pro-actively resolve customer complaints.
Achieving client relationship targets and KPI’s as set by the Regional Manager
Working closely with on-boarding and off-boarding teams when new and loss business within your allocated portfolio.
Monitoring site performance against service level agreements and flagging potential issues.
Liaising with internal departments to ensure clients needs are fulfilled effectively
Meet with on-site staff at least once a month to identify their challenges, needs and address concerns
Manage wages within allocated portfolio to ensure accuracy and timely processing
Manage wage, chemical and equipment costs to ensure profitability per site allocated.
Ensure compliance to Health and Safety requirements for all sites
Assist with bad debt to ensure 90 days + is lee than 5% of the portfolio


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