Overview of Role Function

The Service Management team is responsible for customer retention by ensuring that KERV’s current customers are satisfied with their products or services. The role holders work is expected to be based on relationship building, strong communication skills and the ability to operate as a team.

The Service Manager is a liaison between the customer and the wider management team within KERV, always acting as the first line of defense whenever potential problems arise. The Service Manager is expected to be proactive as well as reactive to handle customers concerns and find new ways to prevent these problems from occurring in the future.

Main Responsibilities

Internal:

• Overseeing cross functional work areas targeted to resolve issues raised by customers
•  Managing the customer service operations, which deals directly with customers and acting as the first point of contact and/ or escalation
• Developing, tracking and reporting on key performance measurements for the business area and presenting this data in service meetings with the customer and internal executive stakeholders
• Developing and implementing processes and procedures to improve operational efficiency
• Developing the service resources, in particular the templates for service meetings
• Always operating with key ITIL principles as the foundation for managing the operational needs of customers
• Providing input to the strategy for the Service Management of strategic customers
• Managing the inventory of strategic customers
• Positioning value-adds for customers in terms of routines, design checks and process reviews

External:

• Managing the risks for service matter
• Acting as a point of contact for customers, advocating for their interests and giving voice to their feedback
• Reviewing and assessing customers progress and offering recommendations based on results
• Ensuring the highest customer satisfaction and return on investment whilst enhancing the customer experience
• Defining business objectives for the customer and developing a strategic direction for success
• Attending customer meetings and facilitating action/ ownership at all times

Essential Skills

• Analytical approach to problem solving

• Impeccable attention to detail

• Self motivated

• Self managing

• Excellent communication skills in all forms

• Excellent literacy skills

• Calm and personable manner

• ITIL exposure

• Ability to remain focused under pressure and organized in a fast paced and pressurized environment

•  Excellent problem-solving skills

• Willing to adapt to the demands and changes of role and responsibility as the business requirements change for the benefit of the business and customer

Beneficial skills

• Understanding of voice recording in a FinTech context
• Previous service management experience