Customer Service Manager — Lead Service Excellence & Teams

Lanzerac; South Africa; Presencial; ZAR 900.000 - 1.400.000; Jornada completa

Descripción de la vacante

Lanzerac in Johannesburg is seeking an experienced Customer Service Manager to lead and transform the customer service function across retail, support, and digital channels. The role focuses on driving service excellence, building high-performing teams, and implementing world-class standards to elevate customer experience.

The position requires strong leadership, strategic thinking, and a track record of improving customer satisfaction across multi-channel operations within a retail environment.

Formación

• Minimum 7 years' experience in customer service, customer experience, retail operations, or contact centre management.
• At least 3 years' experience in a senior leadership role.

Responsabilidades

• Lead all customer service operations across retail, support, and digital channels.
• Develop and implement customer service strategies, policies, and performance standards.
• Manage customer complaints, escalations, and resolution processes.
• Recruit, coach, mentor, and develop customer service teams.
• Monitor customer satisfaction, service performance, and customer retention metrics.
• Analyse customer feedback and implement continuous improvement initiatives.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.

Conocimientos

Leadership

Customer service

Communication

Team development

Process improvement

Descripción del empleo

Lanzerac in Johannesburg is seeking an experienced Customer Service Manager to lead and transform the customer service function across retail, support, and digital channels. The role focuses on driving service excellence, building high-performing teams, and implementing world-class standards to elevate customer experience.

The position requires strong leadership, strategic thinking, and a track record of improving customer satisfaction across multi-channel operations within a retail environment.