Customer Service Manager

Ithemba Recruitment- Sourcing Top Talent; Umhlanga Rocks; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A dynamic recruitment agency in South Africa is looking for a Customer Service Manager responsible for systems and process management, compliance, and ensuring service excellence. The ideal candidate will have 3-5 years of customer service experience and at least 2 years in a leadership role within a contact center or telecommunications environment. Competencies in managing teams and resolving queries are essential, with an emphasis on quality and performance.

Qualifications

• 3-5 years experience in Customer Service.
• Minimum 2 years experience in a Leadership or Team Manager role.
• Experience managing a team of 40-100 members.

Responsibilities

• Ensure accuracy of reporting statistics.
• Train resources to handle account queries.
• Review control procedures for staff accountability.
• Manage customer service digital team communications.
• Identify and resolve customer query root causes.

Skills

Team Leadership

Customer Service

Conflict Resolution

Performance Management

Training and Development

Education

Matric

Diploma or Degree

Job description

The candidate will be responsible for systems and process management, resource management, shift management, compliance, efficiency management and service excellence.

Duties and responsibilities

• Ensure the accuracy of daily/weekly/monthly reporting statistics to your manager.
• Ensure that resources are trained to effectively deal with account queries, audit queries, account updates and promotional queries.
• Review internal control procedures to ensure that controls are in place to manage staff/staff accountability and to be pro‑active in managing and highlighting potential concerns.
• Manage the customer service digital team to ensure excellent and timely front‑end communication with customers, appropriate escalations on issues and queries.
• Identify root causes of customer and audit queries and look at ways and initiatives to reduce specific customer/audit or promotional queries where appropriate, based on the nature of the query.
• Ensure queries are resolved timeously and first‑time resolution takes place.
• Ensure quality targets achieved and interventions are implemented to increase quality where there are shortfalls.
• Review training needs continuously.
• Conduct weekly performance reviews with the customer services team members and ensure that performance reviews are documented.
• Implement strategies to manage staff conduct and ensure poor performance procedures/disciplinary processes are followed consistently where required.
• Monthly management meeting reporting, trend reporting, resource management reporting etc.

Qualifications and experience

• Matric
• Diploma | Degree would be highly advantageous
• 3 – 5 years experience within Customer Service
• Minimum of 2 years experience within a Leadership | Team Manager role in the Contact Centre | Telecommunications sector
• Experience managing a team of 40 – 100
• Experience within the Social Media | Digital | Marketing space would be highly advantageous