Contact Centre Manager - Customer Services

BNP Paribas South Africa - Cape Town, Western Cape

Full-Time | Call Centre

Closing date ayichazwanga

Requirements

  • Matric/Grade 12
  • Degree /Diploma in Commerce or Human Sciences is advantageous
  • 3 years' experience in dealing with financial service and retail products
  • 3 years management experience in medium to large size contact centre
  • 2 years' experience in complaints management is advantageous

Responsibilities

  • Manages day to day client relationship through the extension of agents and team leader performance, 
  • Nurturing the needs of our employees, customers and partners as appropriate to ensure consistent level of service delivery and work output
  • Contributes to partner business reviews and insights where applicable
  • In-depth exposure and understanding of complaints management and case handling
  • Initiates practices to further strengthen existing expertise when it pertains to knowledge of RCS product, partners, policies and procedures
  • Supporting multiple partners across our shopper network
  • Develops outstanding working relationships with internal and external customers, governing and regulatory bodies, through consistent delivery gains their confidence through displaying professionalism and efficiency in all communications
  • Responsible for the review / improvement of methods / procedures of managing day-to-day client relationship from a proactive, strategic and collaborative viewpoint
  • Informs Partners of issues of concern with clients in a timely manner
  • Accepts responsibility for their work output and that of their team
  • Learns from both positive and negative experiences and adapts behaviour accordingly
  • Contributes and leads their team to enable completion and management of work
Lo msebenzi ufakwe ngu Tebuho Moshoeshoe nge 21 ka June 2022