Customer Service Manager

Placements24; Pretoria; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Medical aid

Provident fund

Annual leave

Performance bonus

Job summary

Placements24 in Pretoria is seeking an experienced Customer Service Manager to lead the on-site team and drive exceptional service levels. You will implement policies, manage day-to-day operations, and mentor staff to achieve SLA targets while collaborating with Sales, Marketing, and Logistics.

The role emphasizes hands-on leadership, KPI monitoring, and continuous improvement to deliver superior customer experiences in the consumer goods sector.

Qualifications

• Minimum 5 years of experience in customer service management or related leadership role.
• Proven ability to lead, train, and motivate a customer service team.
• Strong understanding of customer service principles, metrics, and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM software and customer service platforms.
• Ability to handle difficult customer situations with grace and efficiency.
• Retail or consumer goods sector experience in Pretoria is advantageous.

Responsibilities

• Oversee the daily operations of the customer service department, ensuring efficient and effective resolution of customer inquiries and issues.
• Develop, implement, and refine customer service policies and procedures to enhance customer satisfaction and loyalty.
• Train, mentor, and manage a team of customer service representatives, fostering a positive and high-performance work environment.
• Monitor customer service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Handle escalated customer complaints and complex issues with professionalism and empathy.
• Collaborate with other departments (e.g., Sales, Marketing, Logistics) to ensure a seamless customer experience.
• Manage customer service budgets and resources effectively.
• Stay informed about industry best practices and emerging trends in customer service.

Skills

Leadership

Team management

Communication

Customer service

Problem solving

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

About the Role

Our client, a leading provider of consumer goods, is looking for a dedicated and experienced Customer Service Manager to lead their team in Pretoria, Gauteng, ZA. This role requires a hand-on leader who is passionate about delivering exceptional customer experiences and driving operational excellence within the customer service department. You will be responsible for managing daily operations, developing and implementing customer service policies, and training and motivating your team to meet and exceed service level agreements. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service best practices. This is a critical, on-site role that forms the backbone of our client's commitment to customer satisfaction in Pretoria, Gauteng, ZA.

Key Responsibilities

• Oversee the daily operations of the customer service department, ensuring efficient and effective resolution of customer inquiries and issues.


• Develop, implement, and refine customer service policies and procedures to enhance customer satisfaction and loyalty.


• Train, mentor, and manage a team of customer service representatives, fostering a positive and high-performance work environment.


• Monitor customer service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions.


• Handle escalated customer complaints and complex issues with professionalism and empathy.


• Collaborate with other departments (e.g., Sales, Marketing, Logistics) to ensure a seamless customer experience.


• Manage customer service budgets and resources effectively.


• Stay informed about industry best practices and emerging trends in customer service.

Requirements

• Minimum of 5 years of experience in customer service management or a related leadership role.


• Proven ability to lead, train, and motivate a customer service team.


• Strong understanding of customer service principles, metrics, and best practices.


• Excellent communication, interpersonal, and problem-solving skills.


• Experience with customer relationship management (CRM) software and customer service platforms.


• Ability to handle difficult customer situations with grace and efficiency.


• Bachelor's degree in Business Administration, Management, or a related field is preferred.


• Previous experience within the retail or consumer goods sector in Pretoria, Gauteng, ZA is highly advantageous.

Benefits

Our client offers a competitive annual salary and a performance-based bonus structure. Benefits include comprehensive medical aid, a provident fund, and an annual leave allowance. There are excellent opportunities for career growth and professional development within the organization. This is a full-time, on-site position based in Pretoria, Gauteng, ZA, offering stability and the chance to directly impact customer relations.