Manager - Customer Service Experience

Manager - Customer Service Experience page is loaded Manager - Customer Service Experience Apply locations Cape Town time type Full time posted on Posted 3 Days Ago job requisition id JR001102 Oversees and manages the overall operation of the customer service centre in support of our Retail, C&I, Aviation, and Lubricants businesses within South Africa and Botswana. Develops and leads a cohesive customer service centre vision, experience and strategy including service delivery and experience optimization with the objective of improving our customer experience through cost effectiveness innovations while meeting Service Level Agreements.Provides leadership for the operations, including planning, coordination, and oversight of the work group's activities, developing and deploying the team's business plan, including strategic initiatives and metrics. Ensures adequacy and optimal deployment of team's resources, including staffing requirements. Monitors performance against plans and any established benchmarks, taking corrective action as needed.• Over and above traditional Call Centre functions, responsibilities willinclude:• Overall Customer SAP Master data Management• Ownership of AE Connect (customer ecommerce portal)• StarCard support• Customer Relationship Management• Strategic role in terms of support to sales groups in the regions.• Involves problem solving and coordination with various Business Units on aregular basis.• Requires high degree of customer interface and close coordination withinternal BU's.Financial PerspectiveOperate within the approved expense budget and to create a culture of continuous cost reduction within the service centre. Support the business in annual business planning and master data requirements.Accountable to plan for the costs for the required IT support and enhancements within the Call Centre and AE Connect to ensure an optimized IT environment.Accountable to register, cost planning and settlement of selected online platforms where consumers can share experiences at Caltex and AE service stations. Responsible to ensure a seamless and error free annual rental increase; equipment rental, accommodation rental, maintenance levy, and the maintenance call-out fee for the franchise (CORO/CLRO) network.Responsible to ensure the on-time and correct periodic billings for Flat Rentals, Maintenance and Turnover Rentals and the bi-monthly calculation on BM StarCard rebates.Customer PerspectiveCall CentreResponsible and accountable to ensure the overseeing of team operations / activities including but not limited to:Ensures that the Service Level Agreement (SLA) with the customers are metEnsures that team metrics and KPI's are in place and achievedPrepares operational reportsPrepares staffing and scheduling plansActs as subject matter experts in team's various processesResponds to queries escalated from the staff levelReviewing and escalating to the Credit Department customers with blocked account and credit violationsMaintaining desk guides and other work process documentationManagement of outbound call requestsManagement and accountable of the Quality Assurance process end to endAE Connect first level supportAE ConnectBusiness owner for AE Connect. Ensure adequate AE Connect training to internal and external customers as needed.Monitor AE Connect performance responsible for improving the tool to ensure customer take up continue to grow.Own the AE Connect look and feel including ensuring all links are working and all info shared is up to date and relevant.Continuously innovate and improve the tool.Customer Relationship ManagementResponsible for all customer queries, complaints and responses and ensure effective close out:CustomersPublicUCountAE RewardsAE ConnectSocial MediaResponsible to monitor selected online platforms where consumers can share experiences at Caltex and AE service stations and close out any negative experiences. Business ExcellenceSAP Master DataResponsible to ensure fast and efficient creation of Customer Accounts. Responsible for the maintaining of the following areas: extension of existing accounts to new sales areas, customer contact details, banking details, Company Code (FI) Data, sales area data, shipping data, billing data, partner functions and generates reports of all changes and validates.Order to Cash ProcessIs the business owner for the Order to Cash Process for AE. Responsible to ensure all business units within the OtC process work within the process guidelines, and driving closure of gaps, risks, and audit queries within the business through the huddle process.Customer Onboarding ProcessIs the business owner for the Customer Onboarding Process for AE. Responsible to ensure all business units within the process work within the process guidelines, and driving closure of gaps, risks, and audit queries within the business through the huddle process.Process Reviews and ImprovementsResponsible for the development of new processes and the annual review and improvement of all processes in the unit. Works with other business units to achieve overall improvement and process standardization in local and end-to-end processes.Ensure deployment and training of all stakeholders on new and improved processes and ensure full compliance to process guidelines.InnovationContinuously ensure the technology in the call centre is world-class and the processes and practices best in class to ensure a customer centric businessOther ProjectsLead, plan and execute other projects or initiatives as required by the business.Lead project teams and resource projects appropriately.People ManagementManagementEnsures that necessary resources are in place to support the service centre operations and manage the relationships with service providers.Responsible for the communication, deployment and enforcement of company policies and internal controlsLeadershipDevelops, coaches, influences, motivate and mentor staff to deliver exceptional operational results. Responsible for developing employees with the capabilities and skills required to meet organizational needs for the future. Role model the AE Way behaviors and displays directness, simplicity, speed and drives for results in the day-to-day interactions with peers, subordinates, and management. Sets and communicates clear objectives for the organization and uses the company performance management process to hold employees accountable and differentiate/reward performance.Professional Qualification and Certifications:BCom (Business Management) or equivalent work experience would be advantageousWork Experience:5 to 10 years' experience in the industry, of which some should preferably be within the sales organizations and in marketing support2 to 3 years management experienceAdvance knowledge and experience in the Call Centre environmentEcommerce experience and knowledgeKnowledge and skills:Exceptional communication, writing and problem-solving skillsAbility to lead and drive performance in a large teamAbility to engage with Senior Management at all levels in the businessAbility to identify opportunities for innovation and improvementAbility work across all business units within AE and externally with consultants and customersAdvanced Computer skillsProven ability to self-motivate, manage various projects and priorities at the same time whilst meeting all deliverablesTime management skillsProven leadership and team building skillsApplication deadline:22 April 2024 About UsAstron Energy is a leading supplier of petroleum products in South Africa, with a vast network of Caltex-branded service stations that make us one of the country's top two petroleum brands. We are strongly committed to being a responsible corporate citizen, promoting education, health and economic development in an effort to build stronger communities and drive sustainable economic growth.We own and operate the country's third-largest crude oil refinery in Cape Town, which has a capacity of 100,000 barrels a day, and a lubricants manufacturing plant in Durban.

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