Customer Experience Leader - Strategy & Service Excellence

Oxyon Human Capital Solutions Pty Ltd; Gauteng; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Oxyon Human Capital Solutions Pty Ltd is seeking an experienced Customer Service Manager to lead the Customer Service function and deliver exceptional service across all touchpoints. The role involves developing strategies, managing a high-performing team, and driving continuous improvement in customer experience.

You will oversee SLAs, escalated complaints, pricing queries, and contract renewals while collaborating with Sales, Finance, Operations, and Logistics to ensure service excellence.

Qualifications

• Bachelor's degree or diploma in business/CSM or related field.
• Strong experience in managing customer service teams and escalated complaints.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Develop and implement the Customer Service Strategy aligned with business objectives.
• Manage day-to-day operations of the Customer Service Department.
• Lead, coach, develop and performance-manage the Customer Service team.
• Establish KPIs, targets and performance standards across the department.
• Drive customer-centric culture and continuously improve customer experience.
• Monitor SLAs, address service delivery gaps and escalate issues when needed.
• Conduct root cause analysis and implement corrective actions.
• Identify process improvement, automation and digitalisation opportunities.
• Prepare monthly, quarterly and annual management reports.
• Develop dashboards and management information systems.
• Oversee pricing queries, account adjustments and distributor repurchases.
• Monitor contracts, pricing changes and renewal requirements.
• Build relationships with customers and internal stakeholders.

Skills

Leadership

Stakeholder management

Analytical skills

Customer relationships

Problem-solving

Decision-making

Communication

Team management

Data-driven

Education

Bachelor's Degree or National Diploma in Business Management / Customer Service Management

Job description

Oxyon Human Capital Solutions Pty Ltd is seeking an experienced Customer Service Manager to lead the Customer Service function and deliver exceptional service across all touchpoints. The role involves developing strategies, managing a high-performing team, and driving continuous improvement in customer experience.

You will oversee SLAs, escalated complaints, pricing queries, and contract renewals while collaborating with Sales, Finance, Operations, and Logistics to ensure service excellence.