Manager – Key Accounts Customer Care

Job Description

Cross Functional Relationship Building

• Manage and oversee the relationship with all Group Secretaries of groups across the regions and maintain rapport.
• Analyse customer complaints, issues, trends and behaviour across all groups across the regions to collect key information to aim in identifying possible complaints and resolutions and avoid complaints.
• Build a strong relationship with Operational units like membership, Back office and customer service, Reimbursement claims teams to deliver on agreed on service levels.
• Ensure excellent relationship and satisfaction of Group RM’s across the regions
• Execution of service projects and plans in all groups in respective region:
• Implement policies and procedures and projects and all communications required such as KAizens and Continuous Improvements.
• Satisfy escalated customer issues by answering inquiries and resolving complaints
• Key Accounts Support Daily operations, Services and Activites:
• Proactively monitor, manage and implement the service plans and team performance for Key Accounts support ensuring All operational KPI’s are met.
• Manage the daily unit’s operations to ensure the highest level of efficiency and compliance with policies, procedures, and process
• Ensure the necessary resources and tools are available for quality customer service delivery by accurately forecasting workload
• Monitor daily operations and take required decisions to maintain and improve processes in line with Key Performance Indicators
• Prioritize and delegate work tasks to ensure effective unit operations
• People management and capability building:
• Ensure and facilitate goal setting; manage and constantly review individual performance
• Provide regular feedback, coaching and development
• Motivate, empower and enable direct reports by providing the necessary tools and support required to achieve the organizational development objectives

Skills

• Strong background in customer service in telecomunication, insurance, hospitals, banks or FMCG.
• Able to multitask and work well under stress
• Commercial skills in combination with service focused mindset
• Strong trouble shooting, problem-solving and analytical skills
• Excellent follow up skills
• Excellent Communication and negotiation skills