Customer Service Manager

Fluor; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Fluor in Fiji is seeking an experienced Customer Service Manager to lead and transform the customer service function across the business. This is an exciting opportunity for a customer-focused leader who can drive service excellence, enhance customer satisfaction, develop high-performing teams, and implement world-class customer service standards.

The role oversees retail, support, and digital channels; requires 7+ years in customer service and 3+ years in a senior leadership role.

Qualifications

• 7+ years in customer service or related fields.
• 3+ years in a senior leadership role.
• Experience developing customer service frameworks and standards.
• Strong complaint resolution and escalation management.
• Excellent leadership and stakeholder management skills.
• Analytical and problem-solving abilities.
• Customer-focused and professional.

Responsibilities

• Lead customer service operations across retail, support, and digital channels.
• Develop and implement service strategies, policies, and performance standards.
• Manage customer complaints, escalations, and resolution processes.
• Recruit, coach, and develop customer service teams.
• Monitor customer satisfaction, service performance, and retention metrics.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.

Skills

Leadership

Communication

Stakeholder management

Analytical skills

Customer focus

Tools

CRM systems

Job description

Customer Service Manager

Job details

Posted 15 October 2026

Salary ZAR Negotiable

Start date 15 October 2026

LocationJohannesburg

Job type Permanent

Discipline IT & Telecomms

Reference

Job Function Customer Service Representative

Job description

Our client is one of Fiji's leading retailers of consumer electronics, technology solutions, and digital lifestyle products. With continued growth across its retail and support operations, the company is committed to delivering exceptional customer experience, innovative solutions, and industry-leading service standards.

We are seeking an experienced Customer Service Manager to lead and transform the customer service function across the business. This is an exciting opportunity for a customer-focused leader who can drive service excellence, enhance customer satisfaction, develop high-performing teams, and implement world-class customer service standards. This position is located in Fiji.

Job Responsibilities

• Lead all customer service operations across retail, support, and digital channels.
• Develop and implement customer service strategies, policies, and performance standards.
• Manage customer complaints, escalations, and resolution processes.
• Recruit, coach, mentor, and develop customer service teams.
• Monitor customer satisfaction, service performance, and customer retention metrics.
• Analyse customer feedback and implement continuous improvement initiatives.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.

Qualifications & Skill Requirements

• Minimum 7 years' experience in customer service, customer experience, retail operations, or contact centre management.
• At least 3 years' experience in a senior leadership role.
• Proven experience developing customer service frameworks, systems, and service standards.
• Strong complaint resolution and escalation management experience.
• Excellent leadership, coaching, communication, and stakeholder management skills.
• Strong analytical, problem-solving, and conflict-resolution abilities.
• High level of professionalism, emotional intelligence, and customer focus.

Preferred Experience

• Retail, electronics, telecommunications, e-commerce, or other consumer-facing industry experience.
• Experience managing multi-site customer service operations.
• Knowledge of CRM systems, customer analytics, and service quality frameworks.
• Proven success improving customer satisfaction and transforming service teams.
• Experience leading multicultural teams and implementing international best practices.

We are an equal opportunity employer. All qualified individuals will receive consideration for employment without regard to race; color; age; sex; sexual orientation; gender identity; religion; national origin; disability; veteran status; genetic information; or any other criteria protected by governing law.