Hybrid Customer Service Leader | Randburg | Growth

Placements24; Southampton; Hybrid; GBP 23,000 - 41,000; Full time

Benefits offered by this job

Hybrid work model

Health insurance and retirement plans

Carrying allowance and travel benefits

Annual performance reviews and salarys

Job summary

Placements24 is seeking an experienced Customer Service Manager to lead a dedicated team in Randburg, Gauteng. This hybrid role combines in-office leadership with remote work flexibility, focusing on shaping and executing service strategies that boost client satisfaction and retention.

You will motivate and develop the team, set performance standards, and ensure delivery of exceptional support across channels.

Qualifications

• Experience leading customer service teams and driving service excellence.
• Strong communication, problem-solving and conflict-resolution skills.
• Proficient with CRM systems and helpdesk tools; data-driven decision maker.
• Experience reporting on KPIs and translating data into actions.
• Ability to manage budget and resources for the customer service function.

Responsibilities

• Lead, mentor, and manage the customer service team to achieve optimal performance.
• Develop and implement customer service policies, procedures, and strategies.
• Monitor customer service performance metrics and identify areas for improvement.
• Ensure consistent delivery of high-quality customer support across all touchpoints.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Train and onboard new customer service representatives.
• Collaborate with Sales, Marketing, Product for a unified customer experience.
• Manage the customer service budget and resources effectively.
• Stay abreast of industry best practices and emerging customer service technologies.
• Foster a positive and motivating work environment for the team.

Skills

Leadership

Communication

CRM systems

KPI reporting

Budget management

Education

Bachelor's degree in Business Administration

Tools

CRM software

Helpdesk software

Job description

Placements24 is seeking an experienced Customer Service Manager to lead a dedicated team in Randburg, Gauteng. This hybrid role combines in-office leadership with remote work flexibility, focusing on shaping and executing service strategies that boost client satisfaction and retention.

You will motivate and develop the team, set performance standards, and ensure delivery of exceptional support across channels.