CUSTOMER SERVICE REPRESENTATIVE

at  Ciazcon Consulting

CUSTOMER SERVICE REPRESENTATIVE

Ciazcon Consulting
Published
July 3, 2024
Location
Johannesburg, South Africa
Category
Customer Service / Reservations / Telecalling
Job Type
Full-time

DESCRIPTION

Currently we are searching for a Customer Service representative for Johannesburg, South Africa.

Responsibilities of this Post:

• Define strategy formulation for Customer Care.
• Support evaluation of the business plan and align operational plans to ensure approved objectives are achieved.
• Lead research and benchmarking as input into the development of the customer care strategy and obtain cross functional input - customer intelligence, forecast and applicable technical research.
• Define the Customer Care Policy & Procedures based on the targeted customer service culture whilst considering operational requirements as well as safety and security of airport assets, aircraft, cargo, and passengers.
• Analyse business plans and develop implementation plans.
• Understand client’s strategy, operating model, and specific needs.
• Gather benchmarks on competitor practises in the field; and customer behaviour and trends in order develop customer engagement programs.
• Track and analyse engagement program action plans for the network.
• Maintain and Implement key account framework.
• Monitor success of engagement strategies and plans.
• Develop differentiated stakeholder engagement programs.
• Plan, schedule, coordinate and supervise subordinate activities to ensure efficiency and achievement of goals.

Requirements of this Post:

• Bachelor’s degree.
• Proven ability to handle a significant volume of data.
• Exceptional attention to detail.
• Advanced Excel skills.
• Strong demonstrated verbal and written skills.

• Define strategy formulation for Customer Care.
• Support evaluation of the business plan and align operational plans to ensure approved objectives are achieved.
• Lead research and benchmarking as input into the development of the customer care strategy and obtain cross functional input - customer intelligence, forecast and applicable technical research.
• Define the Customer Care Policy & Procedures based on the targeted customer service culture whilst considering operational requirements as well as safety and security of airport assets, aircraft, cargo, and passengers.
• Analyse business plans and develop implementation plans.
• Understand client’s strategy, operating model, and specific needs.
• Gather benchmarks on competitor practises in the field; and customer behaviour and trends in order develop customer engagement programs.
• Track and analyse engagement program action plans for the network.
• Maintain and Implement key account framework.
• Monitor success of engagement strategies and plans.
• Develop differentiated stakeholder engagement programs.
• Plan, schedule, coordinate and supervise subordinate activities to ensure efficiency and achievement of goals