Job Description

Our client in the Pharmaceutical industry is currently looking for a Customer Care Manager, in Johannesburg., Gauteng.Responsibilities:

• Provide daily management, direction and guidance of the Customer Care teams to address customer needs and ensure high levels of customer satisfaction.
• Utilize data to effectively manage the teams, leveraging the expertise of the team members to meet the needs of our customers and ensure the team operates at maximum efficiency.
• Optimize Order Management and automation processes throughout the order fulfilment journey in combination with technology platforms like optical character recognition, robotic process automation, ServiceCloud/SalesForce, etc.
• Monitor team performance against performance/service indicators on an ongoing basis, initiating corrective actions, preparing reports, summaries, analyses and documentation on all aspects of the department's function.
• Perform all personnel management activities for Customer Care team members, including recruitment, training, performance appraisal, salary management and professional development in collaboration with other internal stakeholders.
• Coach team members on a disciplined and quality-focused customer care model.
• Supports implementation of new technology platforms where applicable, i.e. SAP upgrades, telephony systems, etc.
• Developing strong working relationships within the organization across multiple functions, teams and geographies.
• To develop, enhance, communicate and ensure the maintenance of Customer Care policies and procedures as required by the company and local regulations.
• Build a collaborative partnership with Business Units / Divisions to ensure a constructive and productive customer services/field sales communications

• Strong communication skills.
• Minimum of 5 years experience in customer service.
• Excellent problem-solving abilities.
• Strong leadership qualities.

• R500 000 R600 000 per annum.

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