Customer Service Manager

Job Description

As a Customer Service Manager, you will lead our support team in Port Elizabeth, ensuring high standards of customer satisfaction and service quality. You will develop strategies to enhance customer relationships and provide exceptional service to meet their needs.

Responsibilities

• Oversee day-to-day operations of the customer service team.
• Create and maintain service procedures and policies.
• Conduct regular team meetings to discuss updates and improvements.
• Manage resource allocation and scheduling efficiently.
• Enhance customer satisfaction through strategic initiatives.
• Review and update training programs for continuous improvement.

Requirements

Education

• Diploma in Customer Service Management
• Bachelor's degree in a related field

Experience

• 4+ years of experience in a supervisory role in customer service

Technical Skills

• Call Center Management
• Conflict Resolution

Soft Skills

• Empathy
• Time Management

Certifications

• Customer Service Excellence Certification

Languages

• English: Fluent
• Xhosa: Conversational

Advantageous

• Bilingual skills (English & Afrikaans or Xhosa): Ability to communicate in more than one language enhances customer interactions.

Benefits

• Comprehensive health insurance
• Performance bonuses
• Training and development programs
• Paid time off

Company Culture

• Team Spirit: We believe in unity and working together for our customers.
• Customer-First Mindset: Our focus is always on exceeding customer expectations.
• Continuous Improvement: We strive to enhance our processes and service delivery.