Macmillan Education
DUE: 13 APR 2023
Job title: Customer Services Manager
Department: Customer Service/Operations and Distribution
Location: Harare, Zimbabwe
Salary: Market related
Reporting to: Managing Director
Reference number: CSD/ZW/140423
Purpose of the Job
Macmillan Education College Press is seeking to appoint a Customer Services Manager to achieve quality and service standards in order to ensure a first class customer service experience for all external and internal customers, in line with service levels, department guidelines and deadlines.
Requirements:
· B Degree (Preferably in Business or Accounts).
· Leadership/People Management courses would be advantageous.
· Data analysis qualification an added advantage.
· O level Math’s a requirement.
· Minimum 5 years in Customer Service experience
· Knowledge of the Publishing Industry an added advantage
· Microsoft Office Suite Knowledge – Intermediate to advance level
· Experience on Syspro Advantageous
· Strong People Skills
· Understanding of Customer Service concepts
· Excellent communication etiquette
· Is able to travel
· Excellent English (good command in other Zimbabwean languages would be advantageous)
· Attention to detail
· Ability to solve problems
Key Responsibilities:
Manage the day to day tasks set out per unit and employee to ensure that targets are met within the Administration, Telesales, Order processing, Returns and queries segments.
Ensure that workflows within the department units run smoothly.
Ensure successful resolution of order, delivery and invoice queries.
Maintaining communication with the relevant customers to ensure a trouble-free order to payment process .
Complete accountability of all Orders in that the orders need to be checked, processed, released for warehouse picking, packing and delivery as well as ensuring that the final invoices are submitted to the relevant provincial department.
Resolution of all escalated customer queries.
Inter-department meeting representation (where applicable) including but not limited to Re-prints meeting, Sales and Marketing Operations meetings, Publishing forums.
Continuous communication with the warehouse to ensure the customer service aspects of the supply chain is not constrained.
Designing and maintain an administrative and record keeping system for all processes and projects.
Maintaining all reports that need regular management of information, authorisation, or communication. Ensure reports are accurate.
Attend events as required representing College Press in a professional way
Use initiative and make suggestions in order to contribute to the effectiveness of the team and the service provided.
Assist other departments when required in order to ensure excellent customer service is delivered across the company.
TO APPLY
Click here to apply
Closing Date: 13 April 2023
