Job Summary
POSITION OVERVIEW
An established organisation within the motor industry is seeking an experienced Group Service Manager (CSI) to oversee customer service governance, compliance and customer satisfaction across its Group operations.
The successful candidate will drive service excellence, monitor CSI performance, manage escalations and ensure consistent customer service standards across all branches.
KEY RESPONSIBILITIES
Oversee Group customer service standards, governance and compliance.
Monitor CSI performance and compile weekly and monthly reports.
Analyse customer feedback, complaints and branch performance.
Manage customer escalations and ensure timely resolution.
Oversee Customer Care Consultants and monitor team KPIs.
Ensure effective customer communication throughout the vehicle repair process.
Monitor the use of customer service systems and ensure accurate recordkeeping.
Conduct performance reviews and identify training and development needs.
Identify service gaps and implement improvements to customer experience.
Liaise with insurers, brokers, operational teams and Executive Management.
MINIMUM REQUIREMENTS
Qualifications:
Matric certificate.
Management qualification (minimum National Diploma or equivalent).
Experience:
Proven customer service management experience.
Strong administration and reporting management experience.
Experience within the motor industry and/or insurance sector.
Technical Skills:
Advanced Microsoft Office proficiency.
Salesforce experience will be advantageous.
REQUIRED SKILLS AND COMPETENCIES
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Strong analytical and problem-solving skills.
Excellent organisational and administrative abilities.
Customer complaint and escalation management.
Ability to engage with senior management and external stakeholders.
High attention to detail and a proactive approach to service improvement.
Contact Hire Resolve for your next career-changing move.
Our client is offering a highly competitive salary for this role based on experience.
Apply for this role today, contact Bernice de Jaeger at Hire Resolve or on LinkedIn
You can also visit the Hire Resolve website: hireresolve.us or email us your CV: logistics@hireresolve.za.com
We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.
About
Specialists in Civil, Structural, Mechanical Engineering, Information Technology, Mining, Manufacturing and Finance Careers! Hire Resolve is one of the larger and more agile South African recruitment companies that focus on placing professionals and skilled people in permanent employment and contract employment. We prefer and focus on working with top quality professionals and candidates in South Africa and Africa. Hire Resolve has successfully placed Engineering, Mining, IT, Manufacturing and Finance professionals with top firms across the Western Cape, Eastern Cape, KwaZulu Natal, Gauteng and in Africa. Hire Resolve has assisted candidates to find jobs at over 100 JSE listed companies of which many are global companies with offices and operations in South Africa and Africa. It is for this reason that we are well respected in the industries we operate in and in the recruitment industry.
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