Customer Service Manager

Job Description

We are seeking a skilled Customer Service Manager to oversee our customer support team in Durban. The ideal candidate will have a strong background in managing customer service operations, enhancing customer satisfaction, and driving team performance. You will be pivotal in developing strategies to improve service quality and ensure our clients receive the best possible care.

Responsibilities

• Coach and develop team members to achieve their performance goals.
• Design and implement customer satisfaction surveys to gauge service effectiveness.
• Establish strong relationships with key clients to ensure satisfaction and retention.
• Identify training needs and coordinate staff development programs.
• Prepare regular reports on team performance and customer satisfaction metrics.

Requirements

Education

• Bachelor's degree in Business Administration or a related field

Experience

• 3-5 years of experience in leading customer service teams

Technical Skills

• CRM Software
• Performance Metrics

Soft Skills

• Team Management
• Interpersonal Skills

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Bilingual skills: Ability to communicate in multiple languages can improve customer interactions.
• Experience with e-commerce platforms: Knowledge of e-commerce systems can provide valuable insights into customer needs.

Benefits

• Comprehensive health coverage
• Performance bonuses
• Flexible working hours
• Employee training programs

Company Culture

• Inclusivity: We celebrate diversity and foster an inclusive workplace for all.
• Innovation: Encouraging innovative ideas from all team members is at the heart of our culture.
• Work-Life Balance: We prioritize maintaining a healthy work-life balance for our employees.