Customer Service Manager at GardaWorld

Job summary

The Customer Service Manager, reports to the Head of Business Development  and is tasked with a leadership/supervisory role of steering the Customer services teams in the Country towards achieving individual sales targets, and retaining and maintaining existing and new client base, (minimizing terminations) through the Sales teams with support from the operations Management teams, and implementing strategies on penetrating and conversion of sales in new markets in Malawi for the business unit profitability and growth.

Key responsibilities

• Ensure Customer service excellency for business development/growth/increased profits by acquiring new businesses through the sales teams, in line with the agreed monthly, quarterly and annual sales targets.
• Retain and manage existing and new clients through the Customer service teams, supported by departmental managers.
• Lead Customer Services teams in the country offices by supervising them on a daily basis by checking the daily/weekly and monthly activity levels for target achievements.
• Assist in recruiting, Developing, Coaching, Training and Support the Customer Services and Sales teams in conjunction with the related bodies/departments.
• Drive deeper product and service penetration in existing customers through the Customer Services and sales teams.
• Create and manage a customer value plan for existing customers highlighting profile, share and value opportunities through the teams.
• Suggest sales/customer retention strategies to the Head of Business development and the Deputy Country Director.
• Represent GardaWorld Malawi limited at service presentation meetings.
• Assisting the Head of Business Development to analyse the country’s potential and determine the value of existing and prospective customers to the organization.
• Research sources for developing prospective customers and for information to determine their potential through the teams.
• Analyse market feedback and share the strategic plans for market penetration with the Head of Business Development and the Deputy Country Director
• Ensure that the materials/proposals/quotations getting out to both prospective and potential clients are effective and in line with company policies and procedures.
• Assist in coordinating and managing required assistance on tender preparation.
• Work/liaise with all departments to ensure customer satisfaction in the Country by coordinating and solving customer’s issues as they arise.
• In collaboration with the Head of Business Development support preparations and management of sales targets in line with company yearly budgets for increased profits and growth to the business unit.
• Assisting in organizing and implementing marketing strategies in the Country for sales growth in collaboration with the operations managers through the Customer service and sales teams.
• Be a team player by creating a conducive working relationship with all the teams.
• Assist in managing and coordinating a successful implementation of Price Increases.
• Manage Communication and coordination of trainings of any new sales products/services to the respective teams.
• Provide required Customer Services reports as and when requested.
• Advice the business unit on ways of widening the product line if need be by comparing product offerings internally and with competition.
• Ensure through the sales, customer service teams that all sales for the business unit are captured in the reports by the Accounts Managers.
• Analyse and find out all possible ways of minimizing terminations in the Business Unit by making sure the reports are provided and visible to the Malawi Business heads for quick visits to retain those that can be secured within shortest time possible.

Competencies

• Strong leadership and people management skills
• Negotiation skills and time management skills.
• Go getter and ability to work under pressure and with minimum supervision.
• Excellent written and verbal communication skills.
• Excellent team player.
• Excellent interpersonal skills.
• Negotiation skills and ability to sell to corporate organizations.
• Planning, coordination, delegation, supervision and focused.
• Decision making skills.
• Business oriented

Qualification and Experience

• Degree in business management/administration, Sales or Marketing Fields
• At least 7 years’ experience in similar position
• Professional Qualification in Sales field will be an added advantage.
• Computer literacy