Customer Service Manager

Job Description

We are seeking a dynamic Customer Service Manager to lead our customer support team in Johannesburg. The ideal candidate will possess excellent leadership skills and a strong understanding of customer service best practices. You will be responsible for ensuring customer satisfaction, managing support processes, and training staff to provide top-notch service.

Responsibilities

• Manage customer service call centre operations effectively.
• Ensure all customer interactions are handled professionally and efficiently.
• Provide strategic direction to the customer service team.
• Engage actively with customers to understand their needs better.
• Implement customer feedback systems to gauge satisfaction levels.
• Work with product teams to address customer concerns and improve service quality.

Requirements

Education

• Bachelor's degree in a relevant field
• Master's degree preferred

Experience

• 5+ years in a customer service managerial role

Technical Skills

• CRM Software
• Performance Metrics

Soft Skills

• Conflict Resolution
• Strategic Planning

Certifications

• Certified Customer Service Leader (CCSL)
• Six Sigma Green Belt

Languages

• English: Fluent
• Zulu: Beginner

Advantageous

• Experience leading a diverse team.: Demonstrated ability to lead a multicultural customer support team.
• Familiarity with digital customer engagement strategies.: Experience in implementing digital tools for customer engagement.

Benefits

• Extensive health and wellness programs
• Retirement savings plan with employer match
• Flexible working conditions
• Continuous learning and development opportunities

Company Culture

• Innovation: We encourage creative thinking and innovation to drive customer satisfaction.
• Work-Life Balance: We value our employees' well-being, promoting a healthy work-life balance.
• Respect and Trust: We foster a culture of respect and trust, recognizing our employees' contributions.