Customer Service Manager

Job Description

We are seeking a dynamic Customer Service Manager to join our Johannesburg team. In this role, you will lead a passionate team of customer support representatives and be responsible for ensuring exceptional customer experiences. You will implement strategies to enhance service quality, manage customer feedback, and drive team performance.

Responsibilities

• Supervise and mentor customer service staff to maximise productivity.
• Develop key performance indicators for customer service operations.
• Create and manage customer feedback channels.
• Implement corrective actions based on customer service analysis.
• Facilitate training sessions to improve service skills.
• Collaborate with product teams to understand customer needs.
• Support team members in using customer service technologies.
• Foster relationships with clients to understand their challenges.
• Monitor competitor customer service strategies for insights.

Requirements

Education

• Bachelor's degree in a relevant field

Experience

• 5+ years in customer service management

Technical Skills

• Customer Support Tools
• Performance Metrics

Soft Skills

• Time Management
• Empathy

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Experience with customer feedback systems: Ability to implement and manage customer feedback tools.
• Training certification: Relevant training certifications in customer service management.

Benefits

• Comprehensive healthcare coverage
• Retirement savings plan
• Employee discounts and perks
• Training and career advancement programs

Company Culture

• Innovation: Encouraging innovative thinking and creativity in all aspects of our work.
• Work-Life Balance: We believe in maintaining a healthy work-life balance for all employees.
• Community Engagement: Active involvement in community and social responsibility initiatives.