Customer Service Manager

Placements24; Sandton; Hybrid; ZAR 500,000 - 800,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Health insurance

Professional development opportunities

Job summary

Placements24 in Sandton is seeking an experienced Customer Service Manager to lead and mentor a team, overseeing daily operations and shaping a customer-centric culture in a hybrid work setting.

The role focuses on boosting satisfaction, managing KPIs, handling escalations, and collaborating with other departments to deliver seamless service while pursuing continuous improvement.

Qualifications

• Proven experience in a customer service management or team lead role.
• Strong leadership, coaching, and interpersonal skills.
• Proficiency with CRM software and customer service tools.
• Ability to analyze data, identify trends, and provide actionable insights.
• Experience with hybrid work and distributed teams is a plus.

Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve high performance.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor customer service metrics and KPIs, reporting on team performance.
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
• Collaborate with other departments to ensure seamless customer experience across all touchpoints.
• Contribute to process improvements and operational efficiencies within the customer service department.

Skills

Leadership

Coaching

Interpersonal skills

CRM software

Data analysis

Team management

Tools

CRM platforms

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Service Manager to lead their team in Sandton . This leadership role offers a hybrid work arrangement, providing the opportunity to manage and mentor a team while also collaborating effectively with colleagues in the office. You will be responsible for overseeing daily operations, developing strategies to enhance customer satisfaction, and ensuring the team meets performance targets. We are looking for a motivated leader with a proven track record in customer service management and a commitment to fostering a high-performing, customer-centric culture.

Key Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve high performance.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor customer service metrics and key performance indicators (KPIs), reporting on team performance.
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
• Collaborate with other departments to ensure seamless customer experience across all touchpoints.
• Contribute to process improvements and operational efficiencies within the customer service department.

Requirements

• Proven experience in a customer service management role or team lead position.
• Strong leadership, coaching, and interpersonal skills.
• Excellent understanding of customer service principles and best practices.
• Proficiency in using CRM software and customer service management tools.
• Ability to analyze data, identify trends, and develop actionable insights.
• Experience with hybrid work models and managing distributed teams is a plus.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and annual leave.
• Hybrid work flexibility.
• Opportunities for professional development and leadership training.