Customer Service Manager

Job Description

Join our dynamic team as a Customer Service Manager in Johannesburg. This role requires a leader with a strong background in customer support to develop strategies that enhance customer satisfaction. From managing a team to liaising with various departments, you will play a pivotal role in driving our customer service initiatives.

Responsibilities

• Manage the customer service team towards achieving KPIs.
• Assess customer service tools and processes for effectiveness.
• Lead initiatives to improve customer engagement and retention.
• Ensure all team members adhere to service level agreements.
• Provide insights into customer satisfaction trends and areas for improvement.
• Advocate for customer needs within the company’s strategic initiatives.
• Cultivate a motivation-driven environment for the team.

Requirements

Education

• Bachelor's degree in Management or related field
• Master's degree is preferred

Experience

• 5+ years of experience in customer service leadership roles

Technical Skills

• Customer Service Software
• Performance Metrics

Soft Skills

• Problem Solving
• Interpersonal Skills

Advantageous

• Multilingual Skills: Ability to communicate in multiple languages is a plus.
• Experience in a call center environment: Previous experience in a fast-paced call center setting.

Benefits

• Comprehensive health insurance
• Retirement savings plan with company contribution
• Work-life balance initiatives
• Regular team-building activities

Company Culture

• Supportive Environment: We foster a supportive environment that empowers our employees.
• Continuous Improvement: We are committed to ongoing improvement in our services and ourselves.
• Community Engagement: We encourage our employees to participate in community service activities.