Customer Service Manager

Job Description

As a Customer Service Manager based in Johannesburg, you'll oversee our customer support operations, ensuring we provide exceptional service to our clients. You will lead a team of dedicated professionals, implement best practices, and drive improvements in customer satisfaction.

Responsibilities

• Drive customer satisfaction initiatives within the support team.
• Monitor and analyse key performance indicators for service effectiveness.
• Provide leadership and guidance to customer service representatives.
• Create and maintain a supportive and motivating work environment.
• Develop training materials and resources for new hires.
• Engage with customers to gather feedback and improve service offerings.
• Facilitate team meetings to discuss challenges and share best practices.
• Promote a strong customer service culture throughout the organization.

Requirements

Education

• Bachelor's degree in a relevant discipline
• MBA or equivalent is an advantage

Experience

• 7+ years of experience in customer service management

Technical Skills

• Customer Experience Management (CEM)
• Project Management Software

Soft Skills

• Conflict Resolution
• Strategic Thinking

Advantageous

• Fluency in an additional language: Ability to communicate with a wider customer base enhances service quality.
• Proficiency in customer feedback tools: Experience with tools that help gather and analyse customer feedback.

Benefits

• Comprehensive medical aid
• Retirement savings plan
• Work-life balance initiatives
• Staff discounts on company products

Company Culture

• Continuous Improvement: We strive for continuous improvement and value feedback from our team and customers.
• Diversity: We embrace diversity and encourage a variety of perspectives within our teams.
• Customer Focus: Our customers are at the heart of everything we do.