Customer Service Manager

Novus Holdings Limited; Johannesburg; On-site; ZAR 700,000 - 900,000; Full time

Job summary

Novus Holdings Limited is seeking a Customer Service Manager to lead a call centre-driven team focused on delivering excellent customer experience. You will coach representatives, drive CSAT/NPS, monitor FCR and SLA performance, and own incident management and continuous improvement across client journeys.

You will translate insights into product and process improvements, standardise SOPs, and collaborate with stakeholders to uphold data privacy, compliance, and operational metrics.

Qualifications

• Lead and develop a customer service team to achieve CSAT/NPS targets.
• Coach team members via regular one-on-ones and performance reviews.
• Ensure HR compliance around leave and attendance.
• Establish and monitor FCR, SLAs, backlog, and resolution times.
• Utilise data insights to drive continuous improvement.
• Standardise SOPs across teams for clarity and consistency.

Responsibilities

• Lead, coach, and develop Customer Service Representatives through weekly one-on-ones and performance reviews.
• Set goals, recognise performance, and manage underperformance with improvement plans.
• Ensure HR compliance such as leave and attendance.
• Foster a high-trust culture centered on customer empathy and ownership.
• Define metrics and dashboards; report with clear action plans.

Skills

People management

Coaching

Performance reviews

Process improvement

CSAT/NPS

Data analysis

HR compliance

Education

Diploma or Advanced Certificate

Job description

Job category: Transport, Logistics and Freight

Location: Johannesburg

Contract: Permanent

Remuneration: Market Related

EE position: No

Introduction

We seek to appoint a dynamic and energetic individual to assume responsibility of a Customer Service Manager.Purpose of the Role:This role involves leading a customer-focused Customer Service team to deliver excellent service in a Call Centre environment, with a strong emphasis on key metrics such as CSAT/NPS, First Contact Resolution, and resolution times. The individual will coach and develop Customer Service Representatives to drive quality, productivity, and engagement, while owning operational excellence, incident management, and continuous improvement across client journeys. This role is also responsible for using data insights in making improvements.

• Lead, coach, and develop Customer Service Representative through weekly one-on-ones, performance reviews, and development plans.
• Set clear goals and standards; recognise top performance; manage underperformance with structured performance improvement plans.
• Ensure HR compliance such as leave and attendance.
• Foster an inclusive, high-trust, and high-accountability culture centered on customer empathy and ownership.
• Ensure quality works that supports operational efficiencies.
• Set and manage channel standards for FCR, SLAs, backlog, recontact rate, complaint rate, and social response and resolution.
• Ensure that Customer Service Representatives conduct regular monitoring across calls, chats, and emails, and provide feedback, coaching, and reporting.
• Run a continuous improvement pipeline by identifying key drivers of contact, defect leakage, and customer effort, and prioritising solutions.
• Translate insights into product and process improvements and track measurable impact such as contact reduction and CSAT improvement.
• Standardise SOPs across teams to ensure clarity and consistency in execution.
• Partner with internal and external stakeholders to ensure continuous improvement.
• Represent Customer Service in business reviews, align on priorities, and advocate for customer-focused decisions.
• Define metrics and dashboards; ensure accurate and timely reporting by Team Leaders with clear action plans.
• Ensure adherence to company policies, data privacy regulations, and audit requirements.
• Communicate priorities, updates, and performance outcomes clearly, maintaining documentation and change logs.
• Diploma or Advanced Certificate.
• 3 to 5 years’ experience as a manager in a customer service environment.
• Experience in the redesign and implementation of new processes and best practices to improve customer satisfaction metrics.