Customer Relations Manager

Job Description

We are seeking a dynamic Customer Relations Manager to oversee our customer support team in Cape Town. You will enhance our customer experience strategy by ensuring that our customers receive the best service possible, while also leading a team of dedicated professionals.

Responsibilities

• Create a customer-first environment that prioritizes satisfaction.
• Implement best practices for customer service operations.
• Develop and maintain effective relationships with clients.
• Facilitate team meetings to ensure alignment on company goals.
• Support the team in managing high-volume customer inquiries.
• Conduct regular assessments of service levels and team capabilities.
• Engage with key stakeholders to enhance customer experience.

Requirements

Education

• Bachelor's degree in Marketing or related field
• Relevant certifications in customer service management preferred

Experience

• 5+ years of experience in a leadership role within customer support

Technical Skills

• CRM software proficiency
• Project management skills

Soft Skills

• Customer-centric mindset
• Teamwork

Certifications

• Certified Customer Service Manager (CCSM)
• Lean Six Sigma Green Belt

Languages

• English: Fluent
• Xhosa: Basic

Advantageous

• Experience in conflict resolution: Proven ability to mediate and resolve customer disputes effectively.
• Familiarity with customer feedback systems: Knowledge of systems to collect and analyze customer feedback.

Benefits

• Flexible working arrangements
• Comprehensive health insurance coverage
• Annual company retreats
• Personal development programs

Company Culture

• Continuous Improvement: Commitment to improving service and skills continually.
• Fun and Engagement: Encouraging a fun, engaging workplace for staff and customers alike.
• Community Involvement: Participation in community service and outreach programs.