Customer Service Manager

Job Description

We are on the lookout for a passionate Customer Service Manager to lead our support team in Bloemfontein. The ideal candidate will have a proven track record in customer service, showcasing strong leadership abilities and an unwavering commitment to enhancing the customer experience.

Responsibilities

• Manage daily customer service operations to ensure high-quality service.
• Implement training programs to equip staff with the necessary skills.
• Analyze customer feedback to identify service gaps.
• Guide the team in resolving customer inquiries efficiently.
• Establish performance metrics for the team and track progress.
• Coordinate with product teams to relay customer insights.
• Conduct regular performance reviews and set developmental goals.
• Encourage a culture of teamwork and customer focus.
• Engage in continuous process improvement initiatives.
• Participate in strategic planning sessions with senior management.

Requirements

Education

• Bachelor's degree in Communication or Management

Experience

• 5 years of customer service experience, including leadership roles.

Technical Skills

• Customer Relationship Management
• Performance Metrics Tracking

Soft Skills

• Conflict Resolution
• Strategic Thinking

Languages

• English: Fluent
• Sesotho: Basic

Advantageous

• Experience with Customer Feedback Tools: Degree of familiarity with tools used for gathering and analysing customer feedback.
• Project Management Skills: Ability to manage projects that enhance customer service initiatives.

Benefits

• Comprehensive medical aid scheme
• Annual performance bonuses
• Employee assistance program
• Flexible working arrangements

Company Culture

• Customer-Centric Focus: Our team is dedicated to placing the customer at the center of all we do.
• Continuous Improvement: We strive for continuous improvement in our processes and service delivery.
• Employee Growth: We invest in our employees' growth and development through training and mentorship programs.