NPS 03 - Customer Services Manager - North (1) ( Permanent & Pensionable)
Location: Copperbelt Province
Closing Date: February 24, 2025
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Job Description
The Customer Service Manager implements the customer service strategy, policy and procedures, to ensure the services provided by the section are compliant and support the overall NAPSA strategy.
The position monitors and coordinates compliance with the customer service charter, trains users on customer support tools and processes for enhanced efficiency in the delivery service, and coordinates the delivery of customer service across the northern region.
Key Responsibilities
- Coordinate the implementation of the section work plan in the region to ensure the customer service operations of the section are aligned with the section strategy.
- Monitor the implementation of the customer service policies and procedures in order to identify gaps and recommend solutions to ensure NAPSA is minimally exposed to risks associated with noncompliance.
- Provide training on customer support tools and processes to users in order to create a customer-conscious culture at NAPSA.
- Establish Key Performance Indicators to ensure attention is focused on the right key areas for optimum utilisation of resources in a bid to successfully implement the customer plan.
- Monitor compliance with the customer service policy and charter by users to ensure gaps in compliance are identified and addressed in order to raise the NAPSA customer satisfaction index.
- Coordinate consumer market research activities for NAPSA to enable NAPSA to keep abreast of industry standards and have an appropriate brand positioning strategy.
- Initiate and implement customer relationship management activities in order to strengthen relations with clients for enhanced brand loyalty.
- Conduct marketing activities in liaison with corporate affairs in order to enhance brand awareness.
- Prepare reports on the performance of the section for review by management and to ensure solutions are recommended for identified gaps.
- Monitor the efficiency and effectiveness of systems and processes and identify barriers to quality service delivery in order to facilitate the development and implementation of solutions to the barriers identified.
- Monitor the management of customer complaints to ensure the availability of quality systems and processes that support the efficiency and effectiveness in the management of complaints.
Minimum Qualifications
- Grade 12 Certificate with 5 ‘O’ levels with credit or better, including Mathematics and English
- Degree in Business Administration, Marketing or equivalent
Minimum Experience Required
- Not less than five (5) years’ experience in similar position in Pension/ Insurance / private sector experience
