Customer Experience & Service Delivery Leader

Network Recruitment; Randburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Network Recruitment seeks an experienced Senior Customer Service Manager to lead customer service delivery across support functions. You will own operations, improve response and resolution times, drive SLA compliance, and implement processes delivering exceptional customer outcomes.

The role is based in Bryanston, Johannesburg North. Responsibilities include overseeing ticket management, coaching teams, and collaborating with cross-functional teams to resolve issues efficiently and maintain

Qualifications

• Proven experience leading customer-facing teams.
• Strong track record in service delivery and SLA management.
• Experience with CRM or ticketing systems and service desks.

Responsibilities

• Oversee customer service delivery across support functions.
• Ensure timely handling of queries, incidents, and requests.
• Monitor response and resolution times; drive satisfaction improvements.
• Establish and maintain customer communication standards.
• Identify gaps and implement corrective measures.
• Monitor SLAs; manage escalations and resolutions.
• Lead and develop teams; set performance expectations.
• Prepare regular performance and service reports.

Skills

Customer Service Management

Service Delivery Management

Contact Centre Operations

SLA Management

Team Leadership

Stakeholder Management

Performance Coaching

CRM / Ticketing Systems

Job description

Network Recruitment seeks an experienced Senior Customer Service Manager to lead customer service delivery across support functions. You will own operations, improve response and resolution times, drive SLA compliance, and implement processes delivering exceptional customer outcomes.

The role is based in Bryanston, Johannesburg North. Responsibilities include overseeing ticket management, coaching teams, and collaborating with cross-functional teams to resolve issues efficiently and maintain