Customer Service Manager

Job Description

Join us as a Customer Service Manager, where you'll spearhead our customer support initiatives in Pretoria. Your leadership will be crucial in fostering a culture of excellence and innovation within the team.

Responsibilities

• Direct the customer support operations and strategies.
• Identify training needs and organize professional development.
• Set clear performance goals for the team and monitor progress.
• Ensure high-quality service is delivered across all channels.
• Facilitate communication between the team and upper management.
• Manage customer queries and feedback through various platforms.
• Champion customer service initiatives across the organization.
• Analyze reports to ensure continuous improvement in service.
• Engage with customers directly to maintain relationships.
• Coordinate with marketing to promote customer service initiatives.

Requirements

Education

• Bachelor's degree in Management or a related field
• MBA or similar qualification preferred

Experience

• 5+ years of experience in customer service and team management

Technical Skills

• Business Intelligence Software
• Conflict Resolution Techniques

Soft Skills

• Critical Thinking
• Team Building

Certifications

• Six Sigma Certification
• Lean Management Certification

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Experience in a call center environment: Background in managing customer service operations in a high-volume call center.
• Knowledge of customer feedback systems: Familiarity with tools and systems used to gather customer feedback.

Benefits

• Comprehensive health insurance coverage
• Flexible working hours
• Annual leave and public holidays
• Employee assistance programs

Company Culture

• Innovation: We value innovative ideas and encourage employees to think outside the box.
• Diversity: We celebrate diversity and are committed to creating an inclusive workplace.
• Work-Life Balance: We promote a healthy work-life balance and flexible working arrangements.