The character of the individual must be someone with a can-do positive outlook, have an appreciation for detail and analytics and must be someone who is methodical, thorough and articulate. To manage and guarantee that our customers are managed well, served well and customer satisfaction remains at the highest levels possible.

• To establish a close and intimate relationship with all customers.
• To oversee and ensure that all support issues are addressed in a timely and effective manner.
• To manage customer feedback to ensure we deliver a service that is relevant, responsive and innovative. This is in line with our company being a partner rather than a vendor. This also includes conducting a KYC survey as well as periodic feedback surveys.
• To actively advise and inform the company on the customer's needs, pain areas and desires with regards to service improvement and development of new services.
• To oversee that we meet critical KPIs pertaining to customer service.
• To directly assist the service delivery as and when needed in order to meet above.
• To provide management with relevant and insightful reports and business intelligence that are aimed at improving efficiency and form a basis of informed decision making.
• To prepare relevant reports for each function.
• To discuss and engage with the management of strategic ways forward for the company.
• Any other tasks that are delegated by the GM, MD or members of the board.

• The candidate should have at least 2 years of relevant experience in customer relationship and/or customer service
• The candidate should be IT savvy and be very confident in using desktop and online tools and applications.
• Must be a ‘people person’ with ability to earn a customer’s confidence and trust
• Able to work with minimal supervision and high sense of responsibility
• Must be methodical, thorough and well planned
• Personal integrity and supreme, mature sense of confidentiality are an absolute requirement
• Must be energetic, have a positive outlook and be very creative
• Must be resourceful and innovative in overcoming challenges, a problem solver