Customer Service Manager

Placements24; Hurlingham; Hybrid; ARS 54,995,000 - 82,493,000; Full time

Benefits offered by this job

Bonus structure

Health, dental, and vision insurance

Paid time off

Leadership development opportunities

Hybrid work environment

Job summary

Placements24 is seeking an experienced Customer Service Manager to lead the support team in a hybrid Sandton-based role. You will oversee daily operations, coach staff, and drive exceptional customer experiences while developing service standards and optimizing processes.

You will monitor KPIs, handle escalations, and collaborate with Sales and Product to ensure a unified customer approach. Strong leadership and CRM expertise are essential for success in this role.

Qualifications

• Proven experience in a customer service leadership or management role.
• Strong understanding of customer service best practices and helpdesk operations.
• Excellent leadership, coaching, and team management skills.
• Exceptional communication, problem-solving, and decision-making abilities.
• Experience with CRM software and customer service management tools.
• Ability to thrive in a hybrid work environment balancing on-site and remote responsibilities.

Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve performance goals.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer feedback and KPIs, identifying areas for improvement.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Collaborate with other departments to ensure a unified customer approach.
• Manage the customer service budget and resource allocation effectively.

Skills

Leadership & people mgmt

CRM software

Communication

Problem solving

Tools

CRM tools

Helpdesk software

Job description

Our client is looking for an experienced and dynamic Customer Service Manager to lead their support team in Sandton . This pivotal role involves overseeing daily operations, coaching and developing a team of customer service professionals, and ensuring the delivery of exceptional customer experiences. You will be instrumental in setting service standards, improving processes, and driving customer satisfaction and loyalty. This position offers a hybrid work arrangement, balancing strategic office leadership with the flexibility of remote work.

Key Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve performance goals.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer feedback and key performance indicators (KPIs), identifying areas for improvement.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Collaborate with other departments (e.g., Sales, Product) to ensure a unified customer approach.
• Manage the customer service budget and resource allocation effectively.

Requirements

• Proven experience in a customer service leadership or management role.
• Strong understanding of customer service best practices and helpdesk operations.
• Excellent leadership, coaching, and team management skills.
• Exceptional communication, problem-solving, and decision-making abilities.
• Experience with CRM software and customer service management tools.
• Ability to thrive in a hybrid work environment, balancing on-site and remote responsibilities.

Benefits

• Competitive annual salary and bonus structure.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for leadership development and career advancement.
• A flexible hybrid work environment fostering professional growth and work-life balance.