Customer Service Manager

Job Description

As the Customer Service Manager, you will play a key role in leading our customer support team in Durban. The ideal candidate is a strong communicator with a proven track record in managing customer service operations and delivering exceptional service. You will be responsible for developing strategies to improve customer satisfaction while overseeing daily operations.

Responsibilities

• Drive initiatives to improve customer satisfaction and loyalty.
• Develop training materials and conduct workshops for staff.
• Manage budget and resources for the customer support department.
• Act as the primary point of contact for customer service escalations.
• Evaluate and optimize service delivery channels for efficiency.
• Engage with customers to build relationships and gather feedback.

Requirements

Education

• Bachelor’s degree in Business Administration or related field
• Master’s degree is advantageous

Experience

• 5+ years of experience in customer service management

Technical Skills

• Customer Relationship Management (CRM)
• Data Analysis

Soft Skills

• Leadership
• Communication

Certifications

• Customer Service Certification
• Project Management Professional (PMP)

Languages

• English: Fluent

Advantageous

• Experience in a similar industry: Prior experience in customer support within tech or retail industries.
• Proficiency in multiple languages: Ability to communicate in additional languages is a plus.

Benefits

• Competitive salary with performance bonuses
• Health and wellness benefits
• Professional development opportunities
• Employee discounts on company products and services

Company Culture

• Team-oriented Environment: We encourage teamwork and collaboration to achieve common goals.
• Continuous Improvement: We value feedback and invest in the growth of our employees.
• Customer-Centric Focus: Our commitment to customers drives our operations and culture.