Customer Service Manager

Job Description

We are seeking a Customer Service Manager to lead our customer support team in Johannesburg. The role requires a passionate leader with a track record of enhancing customer satisfaction and driving team performance. You will be responsible for developing service strategies, training staff, and ensuring the highest levels of customer satisfaction.

Responsibilities

• Manage the daily activities of the customer support department.
• Create and maintain training materials for staff.
• Ensure high levels of customer satisfaction through effective team management.
• Review and respond to customer complaints and inquiries.
• Prepare and present performance reports to upper management.
• Drive initiatives to improve service delivery processes.

Requirements

Education

• Bachelor's degree in Communication or relevant field
• MBA is preferred

Experience

• 5+ years of experience in customer service roles, with at least 2 years in a managerial position

Technical Skills

• Customer Experience Management
• Project Management

Soft Skills

• Conflict Resolution
• Team Building

Certifications

• Customer Service Excellence Certification
• Project Management Professional (PMP)

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience with remote customer support tools: Proficient in tools that facilitate remote customer support and virtual interactions.
• Familiarity with CRM software: Experience with popular CRM platforms to manage customer relationships.

Benefits

• Attractive salary package with bonuses based on performance
• Comprehensive health and wellness benefits
• Work-life balance initiatives
• Opportunities for professional development

Company Culture

• Continuous Improvement: We are committed to continuous improvement in our processes and training.
• Diversity and Inclusion: We celebrate diverse perspectives and strive to create an inclusive workplace.
• Employee Empowerment: We empower our employees to take ownership of their work and contribute to our success.