Customer Service Manager

Job Description

We are seeking a Customer Service Manager to lead our customer support team in Cape Town. The ideal candidate will possess strong leadership skills and a passion for delivering excellent customer experiences. You'll be responsible for training staff, managing customer inquiries, and developing strategies to improve our service.

Responsibilities

• Manage the customer service department to ensure efficient operations.
• Develop strategies to maintain and increase customer satisfaction.
• Create performance metrics and track progress against goals.
• Conduct regular team assessments and provide actionable feedback.
• Engage with customers to gather insights and implement changes.
• Ensure effective communication within the team and with other departments.
• Lead by example in delivering outstanding customer service.

Requirements

Education

• Bachelor's Degree in Communications or related field
• Master's in Customer Experience preferred

Experience

• 5+ years of relevant experience in customer service or support roles

Technical Skills

• Project Management Tools
• Social Media Platforms

Soft Skills

• Problem-solving
• Empathy

Certifications

• Certified Customer Service Professional (CCSP)
• ISO 9001:2015 Certification

Languages

• English: Fluent

Advantageous

• Fluency in Afrikaans: Ability to converse with customers in Afrikaans.
• Experience with E-commerce Platforms: Familiarity with customer service in the e-commerce sector.

Benefits

• Salary reviews annually
• Comprehensive health coverage
• Work-life balance programs
• Employee development and training

Company Culture

• Integrity: We uphold the highest standards of honesty and transparency in all our dealings.
• Innovation: We encourage creative thinking and innovation to improve our services.
• Inclusivity: We celebrate diversity and strive to create an inclusive workplace for everyone.