Client Services Manager - Ascensos - Cape Town City Centre

LOCATION Cape Town, South Africa TYPE Remote, Office Based POSITION Full Time, Permanent DATE POSTED 22/03/2024 Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced customer service, offering omnichannel customer contact solutions across traditional, digital & social channels. We are an owner-managed, next-generation boutique contact centre. We draw from our awarding winning background of world-class customer experience, combined with the digital mindset and the latest emerging technology to shape customer experience solutions for tomorrow's customer needs. Within eight years, we have expanded our operations across Europe, with sites in Scotland, England, Romania, Türkiye, South Africa and Trinidad and Tobago. For us, it's all about loving what you do. Due to our significant growth, we are looking for a Client Services Manager to join our team. What To Expect As Client Services Manager, you will play a fundamental role in managing the partnership with our clients, from onboarding, through transition, transformation, and continuous improvement. Reporting to the Head of Client Services, this role involves working with all areas of the business and coordinating the input of team members and clients to deliver the strategic aims of Ascensos and our clients. We seek a Client Services Manager who can demonstrate a passion for working collaboratively with our clients, the leadership team and our colleagues to deliver solution-focused projects to time, cost and quality, with the commitment to delivering on our end goal of a world-class customer experience. To support and compliment the client operational support framework ensuring a meaningful relationship exists built from trust of getting things done Identifying opportunities in efficiency and growth, working with internal and external specialists to develop accounts by presenting innovative solutions and plans to deliver on them. Bringing new Ideas and solution design that will elevate the client and business proposition. Developing a solutioning and recommendation led attitude within that is driven by listening and curiosity of the clients’ challenges and business on all levels Creating and delivering continuous improvement plans aligned with our client and business objectives. Working closely with transformation and insight centralised functions to develop objectives once executed that improve client and partner relationships on all levels Full ownership of and responsibility for the successful management of each project, from scoping through to delivery, including; identifying and monitoring project risks and opportunities. Managing our client's expectations and project deliverables to ensure successful delivery of each project, effectively communicating with internal and external stakeholders at all times. Building strong relationships and working collaboratively with Operations Managers and key stakeholders across all areas of Ascensos and our clients' businesses. Creating and presenting reporting packs in conjunction with Operations managers and other specialists for client review meetings. Working closely with transformation and insight centralised functions to develop objectives once executed that improve client and partner relationships on all levels Establishing and maintaining project governance reviews, including the compliant development and delivery of all project documentation aligned to our contractual obligations. Our Ideal Candidate You will be well versed in building strong stakeholder relationships, with the ability to understanding their requirements and aspirations and translate them into efficiency gains and development opportunities through leveraging our best in class technology and commitment to best practice. To be successful in this role, you must be able to demonstrate: Top class communication skills with the ability to influence, negotiate and explain technical / non-technical solutions clearly and concisely to clients and colleagues. Superior presentation and communication skills, both written and verbal. Relevant experience, preferably within a contact centre / BPO environment, with a strong understanding of the customer experience and related technologies that support customer service engagement: e.g. Zendesk, Salesforce, Other CRM style systems. Proven experience in a project management capacity with an excellent track record of client account management. Strong commercial awareness An understanding of formal project management methodology and business process development. Knowledge of the retail sector, our competition and positioning within the market. With a keen interest in following the latest industry developments. Experience of delivering projects in a fast-paced environment with the ability to manage and prioritise your own time. Strong proficiency in Microsoft Applications Up for the challenge? We understand people don't fit in little grey boxes. We recognise the importance of individuals. Our success is down to our people, and we are always on the lookout for new members of theAteam to help us deliver incredible experiences for our clients and their customers. If you're interested in becoming part of theAteam and feel you have the credentials to make this role a success, then we look forward to meeting you. Join theAteam As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. When you join theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm. As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance. We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best. We’ll tell you all about it during your interview Apply Now

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Client Services Manager - Cape Town City Centre

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