Customer Service Manager

Langford Staffing; Cape Town; Sur place; ZAR 489 000 - 559 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People management

Customer service

English proficiency

Time management

Outils

CRM systems

Ticketing systems

Description du poste

Schedule: Full-time, aligned with Eastern Time business hours

Compensation: C$42,000–C$48,000 annually, based on experience and qualifications

The Opportunity

We are recruiting for an established Canadian residential real estate services company that manages relationships between property owners, residents, internal teams, and external service partners.

We are looking for a Customer Service Manager to directly manage a team of client-facing employees. You will be accountable for their workload, responsiveness, service quality, documentation, performance, and client-retention results.

This is a formal people-management position with direct reports—not a senior customer-service or individual-contributor role. Direct property-management experience is preferred but not mandatory. Strong managers from other recurring-service industries will be considered.

Key Responsibilities

• Directly manage, coach, and evaluate client-facing employees.
• Assign workloads and ensure employees understand their priorities and deadlines.
• Conduct regular one-on-one meetings, coaching, and performance reviews.
• Investigate missed commitments, repeated complaints, poor-quality work, and incomplete documentation.
• Create performance-improvement plans and recommend reassignment or replacement when improvement does not occur.
• Ensure customer onboarding, scheduled check-ins, and follow-ups are completed.
• Identify dissatisfied or at-risk clients and lead service-recovery efforts.
• Monitor contract renewals and client-retention activities.
• Oversee escalated concerns, overdue payments, and compliance-sensitive matters.
• Coordinate service requests across internal departments and external partners.
• Hold employees and service partners accountable for their commitments.
• Ensure employees follow company systems, documentation standards, and escalation procedures.
• Evaluate whether performance problems are caused by workload, process, training, or individual performance.
• Produce reports identifying client risks, overdue work, team performance, and required action.
• Improve workflows, service standards, reporting, and departmental accountability.

Required Experience

• Four or more years in customer experience, customer success, service delivery, account management, operations, property management, or another recurring-service environment.
• At least two years of formal people-management experience with direct reports in a client-facing or operational department. Informal team leadership alone is not sufficient.
• Experience coaching employees, evaluating performance, and addressing underperformance.
• Experience handling escalations, service failures, renewals, and client-retention risks.
• Experience assigning work, monitoring deadlines, and holding employees accountable.
• Experience coordinating across departments, vendors, or external partners.Experience using KPIs, dashboards, CRM, ticketing, or workflow-management systems.
• Excellent written and spoken English.
• Strong organization, judgment, prioritization, and follow-through.
• Ability to be assertive and direct while remaining calm and professional.
• Ability to work independently during Eastern Time business hours.
• Reliable internet, backup connectivity or power, and a professional environment for calls.

Candidates may come from customer success, managed services, BPO, SaaS, telecommunications, insurance, financial services, property management, hospitality, facilities, field services, healthcare, logistics, or another high-volume service industry.

Property-management or North American client experience is an asset. Industry-specific training will be provided.

What Success Looks Like

Performance Will Be Measured Through

• Team productivity and service quality
• Employee responsiveness and accountability
• Client retention and contract renewals
• Customer onboarding and follow-up completion
• Service resolution and escalation management
• Documentation quality and system compliance
• Reduction of overdue and unresolved workAccuracy and usefulness of management reporting

Who Will Succeed

The right person is comfortable managing people, not simply completing their work for them.

You must be able to challenge unclear explanations, address missed commitments, set measurable expectations, conduct difficult performance conversations, and apply consequences when improvement does not occur.

You should also know when to support an employee, when additional training is needed, and when continued underperformance requires reassignment or replacement.