Customer Experience Leader - Multi-Channel & Retail

Fluor; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Fluor in Fiji is seeking an experienced Customer Service Manager to lead and transform the customer service function across the business. This is an exciting opportunity for a customer-focused leader who can drive service excellence, enhance customer satisfaction, develop high-performing teams, and implement world-class customer service standards.

The role oversees retail, support, and digital channels; requires 7+ years in customer service and 3+ years in a senior leadership role.

Qualifications

• 7+ years in customer service or related fields.
• 3+ years in a senior leadership role.
• Experience developing customer service frameworks and standards.
• Strong complaint resolution and escalation management.
• Excellent leadership and stakeholder management skills.
• Analytical and problem-solving abilities.
• Customer-focused and professional.

Responsibilities

• Lead customer service operations across retail, support, and digital channels.
• Develop and implement service strategies, policies, and performance standards.
• Manage customer complaints, escalations, and resolution processes.
• Recruit, coach, and develop customer service teams.
• Monitor customer satisfaction, service performance, and retention metrics.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.

Skills

Leadership

Communication

Stakeholder management

Analytical skills

Customer focus

Tools

CRM systems

Job description

Fluor in Fiji is seeking an experienced Customer Service Manager to lead and transform the customer service function across the business. This is an exciting opportunity for a customer-focused leader who can drive service excellence, enhance customer satisfaction, develop high-performing teams, and implement world-class customer service standards.

The role oversees retail, support, and digital channels; requires 7+ years in customer service and 3+ years in a senior leadership role.