Customer Service Leader: Strategy, CX & Team Growth

Oxyon People Solutions; Alberton; On-site; ZAR 720,000 - 980,000; Full time

Job summary

Oxyon People Solutions is seeking an experienced Customer Service Manager to lead and optimize the end-to-end customer service function. You will develop strategies, manage a high-performing team, and drive continuous improvement in customer experience across all touchpoints.

The role requires 5–8 years in customer service and at least 3 years of management, with strong analytics, stakeholder management, and a proven track record in KPIs, SLAs and process improvements.

Qualifications

• Bachelor's degree in Business Management or related field.
• 5-8 years' experience in a Customer Service environment.
• Minimum 3 years' management experience.
• Proven experience managing and developing customer service teams.
• Experience developing and monitoring KPIs, SLAs and management reports.
• Proven experience in process improvement and service delivery optimisation.

Responsibilities

• Develop and implement the Customer Service Strategy in alignment with business objectives.
• Manage the day-to-day operations of the Customer Service Department.
• Lead, coach, develop and performance-manage the Customer Service team.
• Establish and monitor departmental KPIs, targets and performance standards.
• Drive a customer-centric culture and continuously improve the customer experience.
• Manage escalated customer complaints, disputes and service issues.
• Monitor SLAs and address service delivery gaps.
• Conduct root cause analysis and implement corrective actions for recurring issues.
• Identify and implement process improvement, automation and digitalisation opportunities.
• Analyze customer service data and prepare monthly, quarterly and annual reports.
• Develop dashboards and management information systems.
• Oversee pricing queries, account adjustments and distributor repurchases.
• Monitor customer agreements, pricing changes and contract renewal requirements.
• Build and maintain relationships with customers and internal stakeholders.
• Work closely with Sales, Finance, Operations, Supply Chain and Logistics.
• Identify customer service risks and ensure compliance with policies and legislation including POPIA.
• Drive initiatives to improve customer satisfaction, retention and efficiency.

Skills

Customer Service Leadership

Team management

KPIs & SLAs

Stakeholder management

Process improvement

Analytics

Education

Bachelor's Degree in Business Management or related

National Diploma in related field

Job description

Oxyon People Solutions is seeking an experienced Customer Service Manager to lead and optimize the end-to-end customer service function. You will develop strategies, manage a high-performing team, and drive continuous improvement in customer experience across all touchpoints.

The role requires 5–8 years in customer service and at least 3 years of management, with strong analytics, stakeholder management, and a proven track record in KPIs, SLAs and process improvements.