Customer Service Manager

Job Description

We are seeking a dedicated Customer Service Manager to lead our vibrant team in Durban. The ideal candidate should possess a strong understanding of customer service best practices and demonstrate excellent leadership skills. You will manage daily operations, ensure customer satisfaction, and drive continuous improvement initiatives.

Responsibilities

• Establish and maintain customer service standards.
• Implement strategies to enhance team motivation and morale.
• Coordinate with marketing and sales to align customer service with business goals.
• Review customer feedback to shape product and service improvements.
• Manage budgets and resources for the customer support function.
• Ensure compliance with company policies and customer service laws.
• Organize regular team-building events to strengthen team dynamics.

Requirements

Education

• Bachelor's degree in Communications or related field
• MBA or similar qualification is an advantage

Experience

• 5+ years of customer service experience with at least 2 years in a management role

Technical Skills

• Excel & Analytical Tools
• Helpdesk Software

Soft Skills

• Empathy
• Conflict Resolution

Certifications

• Certified Customer Experience Professional (CCEP)
• Project Management Professional (PMP)

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Knowledge of customer feedback software: Experience with tools that collect and analyze customer feedback.
• Understanding of the latest customer service trends: Awareness of emerging technologies that enhance customer service.

Benefits

• Comprehensive health benefits including dental and vision coverage
• Employee assistance programs for mental health support
• Flexible work hours and remote work options
• Continuous training and skill development opportunities

Company Culture

• Customer-Centric Approach: We prioritize our customers in every decision we make.
• Innovation and Creativity: We foster an environment where new ideas and creativity are embraced.
• Inclusivity: We are dedicated to building a diverse workforce where everyone feels included.