A typical day may include

➔ Team leadership and management: Lead, mentor, and manage the Client Services Coordinators, ensuring they are equipped to handle client inquiries and resolve issues effectively.

➔ Client relationship management: Oversee the management of client relationships, ensuring that all interactions are handled with professionalism and a focus on client satisfaction.

➔ Service delivery excellence: Ensure the team consistently meets or exceeds service level agreements (SLAs) for response times, resolution times, and overall client satisfaction.

➔ Process improvement and innovation: Work closely with the Delivery partners and Technical teams to streamline communication and coordination, ensuring seamless service delivery across departments.

➔ Reporting and analysis: Analyse client feedback, service metrics, and issue resolution data to identify patterns and develop strategies for addressing root causes.

➔ Strategic planning and execution: Participate in cross-functional planning sessions, representing the client’s voice and advocating for client-centric initiatives.

Qualifications we look for

Essential Qualifications: Matric/Grade 12

Preferred Qualifications: Bachelor’s degree in Business, Management, or a related field

Experience we look for

➔ Customer Service-related experience: 3 years

➔ Leadership role experience: 2 years

➔ Industry-related experience: Courier, Logistics, eCommerce is preferred: 2 years

➔ Experience working with SaaS (Software as a Service)

Role requirements

➔ Proven track record of managing high-performing teams and delivering exceptional client service.

➔ Strong analytical, problem-solving, and decision-making skills.

➔ Excellent communication, interpersonal, and relationship-building skills.

➔ Own a vehicle with a valid drivers license.

➔ Fully bilingual in Afrikaans and English.

About the role

This is an in-office role, requiring you to be available to work in our Pretoria (Menlyn) offices.