Customer Service Manager - CX Coach & Process Improver

Novus Holdings Limited; Johannesburg; Sur place; ZAR 700 000 - 900 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People management

Coaching

Performance reviews

Process improvement

CSAT/NPS

Data analysis

HR compliance

Formation

Diploma or Advanced Certificate

Description du poste

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.