Customer Service Manager

Vhg Hr And Payroll Consulting; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A consulting firm in South Africa is looking for a Customer Service Manager to lead their call centre operations. The ideal candidate will have over 3 years of experience in this field, possessing strong management skills and a successful track record in customer engagement and performance metrics. Responsibilities include developing customer service strategies, training staff, and ensuring operational excellence across service touchpoints. This is a key role for driving customer satisfaction and loyalty within the organization.

Qualifications

• Proven 3+ years of experience as a Customer Service Manager in a call centre environment.
• Strong track record in team management and meeting key performance indicators (KPIs).
• Experience in implementing omnichannel customer engagement strategies.

Responsibilities

• Develop and execute the company's customer service vision.
• Inspire, mentor, and lead a high‑performing customer service team.
• Set and monitor key performance indicators to improve performance.
• Conduct regular staff appraisals and deliver training programs.
• Oversee customer service operations and ensure high satisfaction levels.
• Implement omnichannel touchpoints to engage with customers effectively.
• Continuously improve customer service systems and processes.

Skills

Team management

Customer engagement

Script development

Key performance indicators (KPIs)

Training and staff appraisal

Leadership

Communication

Education

Bachelor's Degree (3 years) / NQF level 7 in sales or marketing

Job description

JOB OPPORTUNITYOur client inCall centre industryis looking for acustomer service managerSuitable candidates must forward their CV's tono later than the 28th of November

Should you not hear from us in 2 weeks, consider your application unsuccessful.

Please put "Site Manager" as your subject line.

Position Summary

We are seeking an exceptional Customer Service Manager to lead Customer service operations through its dynamic startup phase and beyond.

The ideal candidate will have a proven track record in team management, script development, meeting key performance indicators (KPIs), staff appraisal, training, and implementing omnichannel touchpoints for customer engagement.

This leader will ensure operational excellence and efficiency in delivering top‑notch customer service across all channels.

Key Responsibilities

Leadership & Team Management: Develop and execute the company's customer service vision, ensuring alignment with business goals and market opportunities.
Inspire, mentor, and lead a high‑performing customer service team, fostering a culture of innovation and excellence.
Script Development: Develop and implement customer service scripts to ensure consistent and high‑quality customer interactions. Continuously update and improve scripts based on customer feedback and business needs.
Meeting Key Performance Indicators (KPIs): Set and monitor key performance indicators (KPIs) to track and improve customer service performance. Analyse customer service data and metrics to identify areas for improvement and implement corrective actions.
Staff Appraisal & Training: Conduct regular staff appraisals to assess performance, provide feedback, and identify development needs. Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
Customer Experience: Oversee customer service operations, ensuring high levels of customer satisfaction and loyalty. Develop and implement customer service strategies to enhance the overall customer experience.
Omnichannel Customer Engagement: Implement and manage omnichannel touchpoints to engage with customers across various platforms (e.g., phone, email, chat, social media). Ensure seamless and consistent customer service experiences across all channels.
Operational Excellence: Oversee all customer service operations, ensuring efficiency and effectiveness in service delivery. Continuously improve customer service systems and processes to support growth and scalability.

Requirements

Proven 3+ years of experience as a Customer Service Manager in a call centre environment.
Strong track record in team management, script development, and meeting key performance indicators (KPIs).
Demonstrated success in conducting staff appraisals and delivering training programs.
Experience in implementing and managing omnichannel customer engagement strategies.
Exceptional leadership, communication, and interpersonal skills.
Strategic thinker with the ability to execute and adapt plans in a dynamic environment.
Deep understanding of the telecom industry and its customer service landscape.
Ability to manage budgets, financial reporting, and customer service resources.
Passion for innovation and a commitment to driving customer service excellence.

Academic Qualifications

• Grade 12
• Bachelor's Degree (3 years) / NQF level 7 in sales or marketing