MiX Telematics has a vacancy for a Client Care Manager based in Cape Town.
The main objective of this role is to manage the daily interaction with customers and ensure continued growth and retention of existing customer-base by analysing fleets. This includes providing a return on investment through analysis of reporting and documentation.
Responsibilities
- Contact assigned clients daily/weekly and take ownership of client relationship.
- Ensure that a rolling agenda for each client is maintained - log all queries raised either telephonically or via email.
- Distribute all minutes within 24 hours after a meeting with the client.
- Provide the client with regular feedback on agenda with timelines included.
- Advise client on configuration’s changes to be made in order to optimise the efficiencies of the system.
- Compile a trend analysis of performance of the client’s fleet according to predefined parameters.
- Involvement with projects related to FM product range and/or fleet management upon request of customer.
- Analyse client’s business needs and provide ROI, monthly.
- Produce a quarterly review document Identifying the following:
- Overview
- Fleet performance – trend analysis (quarterly)
- Spend relating to (training, technicians, hardware, software, comms, etc.)
- Maintenance statistics
- Training and development
- Administration and support
- Manage the billing structure and age analysis for all customers.
- Ensure that there is an analysis of the client lists and compile a plan of action to service comprehensively.
- Arranges visits to all clients in terms of agreed call cycles.
- Analyse client’s operations evaluate upsell opportunities with proposals.
- Develop solutions for both asset and business management.
- Develop strong customer-focused relationships around the current offering with client base.
- Identify potential leads.
- Ensure quotations are accurate in every respect.
- Ensure targets are set and dashboards visible.
- Provide administrative support to ensure that all company documentation is accurately completed and submitted.
- Coaching and mentoring of staff to identify scope within the customers’ business in order to implement new processes or up-sell new products and ensure that the system is entrenched in the client’s operations.
- Management of system training to clients as and when required.
Minimum requirements:
- Grade 12
- Tertiary qualification (Business Management Diploma or similar) would be an advantage
- Own transport and valid driver’s licence
- 3+ years face-to-face client relationship or similar
- Have a knowledge of the principles of fleet management/telematics and be able to apply that knowledge in the service to clients
- Ability to set and execute a client relationship strategy
- Computer literacy – intermediate - advanced in terms of MS Office, MS Outlook, MS Work, MS Excel and MS Word;
- Proficient in Salesforce and relevant systems used by MiX Telematics
- Excellent verbal and written communication skills, including the ability to effectively and professionally communicate with internal and external customers
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service;
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices and;
- Display an understanding of MiX’s business ethics and values.
If this is in line with your career aspirations we do encourage you to apply!