Customer Experience Manager — Team Leadership

Langford Staffing; Cape Town; On-site; ZAR 489,000 - 559,000; Full time

Job summary

Langford Staffing is seeking a Customer Service Manager for a Canadian residential real estate services client. You will directly manage a team of client-facing employees, overseeing workload, performance, documentation, and client-retention results.

This is a formal people-management role with direct reports, not an IC role. Experience in property management or North American client experience is preferred; strong managers from other recurring-service industries will be considered.

Qualifications

• Four or more years in customer experience or related fields with team leadership.
• Experience coaching, evaluating performance, and addressing underperformance.
• Experience handling escalations, renewals, and client-retention risks.

Responsibilities

• Directly manage, coach, and evaluate client-facing employees.
• Assign workloads and ensure priorities and deadlines are understood.
• Conduct regular one-on-one meetings, coaching, and performance reviews.
• Investigate missed commitments, complaints, and incomplete documentation.
• Create performance-improvement plans and reassign or replace when needed.
• Ensure onboarding, check-ins, and follow-ups are completed.
• Identify at-risk clients and lead service-recovery efforts.
• Monitor renewals and client-retention activities.
• Oversee escalated concerns, overdue payments, and compliance matters.
• Coordinate service requests across departments and partners.
• Hold employees and partners accountable for commitments.
• Ensure adherence to systems, documentation standards, and escalation processes.
• Produce reports on risks, overdue work, and team performance.
• Improve workflows, service standards, reporting, and accountability.

Skills

People management

Customer service

English proficiency

Time management

Tools

CRM systems

Ticketing systems

Job description

Langford Staffing is seeking a Customer Service Manager for a Canadian residential real estate services client. You will directly manage a team of client-facing employees, overseeing workload, performance, documentation, and client-retention results.

This is a formal people-management role with direct reports, not an IC role. Experience in property management or North American client experience is preferred; strong managers from other recurring-service industries will be considered.