Dimension Data Customer Service Manager Jobs in South Africa

Dimension Data Customer Service Manager Jobs in South Africa


  • As a Customer Service Manager, you'll be responsible for handling customer enquiries and problems. You will work closely with the rest of the team to resolve any issues that arise in an efficient manner. You will be able to demonstrate excellent communication skills as well as excellent attention to detail when dealing with customers' queries or complaints.

    Requirements

  • Possess the ability to listen, understand and communicate with customers using different communication tools.

  • Communicating successfully with teams.

  • Propose new ways of improving company performance in daily work.

  • Propose solutions that enhance the customer service quality and improve work organization.

  • Manage the entire HRO employee help desk

  • Resolve escalation inquiries on associate pay, benefits and company policies

  • Provide detailed documentation on each call using case management system

  • Actively listen to caller inquiry to ensure appropriate resolution

  • Utilize available resources (i.e. knowledgebase, HRMS system, company intranet) to determine the most accurate response to caller

  • Interpret policy and explain procedures

  • Coordinate with TL’s and escalate employee requirement and issues as per requirement.

  • Handle the team which services Hire to Retire employee queries on an ongoing basis

  • Respond to escalated issues from associates, HR professionals, and HR managers

  • Ensure compliance with federal, state and local Benefit laws in multiple regions, and maintain adequate financial controls throughout the processes.

  • Coordinate with various departments at client’s end and be the SPOC for all escalations on services performed.

  • Good knowledge of Benefits Administrations, Verification of Employment (Labor and employee relations, regulatory compliance & employee engagement), Tax form administration, Rewards and recognitions.

  • Perform market analysis and provide support to clients in providing best employee services.

  • Train and develop team members.

  • Provide both positive and negative feedback to team members.

  • Create developmental plans for each team leader.

  • Recognize and reward quality performance and diversity.

  • Additional task as assigned.

  • Take measures of crisis management to control all effects that may arise from employee problems and complaints to avoid escalation.

  • Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.

  • Review and remove bottlenecks hampering delivery of employee query service.

    Qualifications

    • Graduate in any stream (business or technical discipline preferred).

    • Customer Service champion and the ability to model high levels of customer service.

    • Knowledge/understanding of Company policies across all business formats.

    • Excellent written and oral communication skills.

    • Problem solving ability.

    • Strong communication skills across various levels of the organization.

    • Detail oriented.

    • Strong analytical skills.

    • Ability to take escalation calls both inbound and outbound calls.

    • Ability to meet quality standards and customer service goals.

    • Intense customer service focus with a strong sense of urgency.

    • Results and deadline driven.

    • Ability to manage in stressful conditions and timeline.

    • Strong team and leadership skills.

    • High personal standards for integrity and accuracy.

    • Good knowledge of HR policies, Employee Benefits, procedures and employment laws.

    How to Apply

  • For more information and job application details, see; Dimension Data Customer Service Manager Jobs in South Africa


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