Manager, Customer Service​/HelpDesk

Key Responsibilities:

1. Client Servicing & Relationship Management:
o Act as the primary point of contact for clients, ensuring their needs and expectations are met. o Build and nurture long-term relationships with clients, fostering trust and confidence. o Proactively address client inquiries and provide timely updates on service delivery.
2. Daily Operations Management:
o Oversee and manage day-to-day operational tasks to ensure efficiency and accuracy.
o Coordinate with internal teams and service providers to meet operational deadlines.
o Ensure adherence to established processes and service standards.
3. Design Curated Engagement Calendars:
o Manage Virtual Wellness Sessions for individual clients and at a group level
o Maximise Onsite Wellness Sessions.
4. Service Escalation Management:
o Handle and resolve service escalations promptly to maintain client satisfaction.
o Provide RCAs (Root Cause Analysis) of recurring issues and implement corrective actions to prevent future occurrences.
o Monitor escalations to ensure all cases are resolved within defined timelines.
5. Health Check Appointment Scheduling:
o Schedule health check appointments for clients with accuracy and efficiency.
o Communicate appointment details to clients and service providers.
o Manage rescheduling requests and last-minute changes while minimizing disruptions.
6. Report Management:
o Follow up with service providers to obtain client health check reports within stipulated timelines. o Ensure the accuracy and completeness of reports before sharing them with clients.
o Maintain a centralized record of all reports for easy retrieval and compliance purposes.
7. Continuous Improvement:
o Identify opportunities to streamline processes and improve service delivery. o Provide feedback to relevant teams to enhance the client experience.
o Stay updated on industry best practices and incorporate them into daily operations.
8. Presentation of Dashboards:
o Organise Monthly & Quarterly connects with clients and present the Utilisation Report and Roadmaps