Customer Service Manager — On-Site Leadership in Pretoria

Placements24; Pretoria; Presencial; ZAR 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical aid

Provident fund

Annual leave

Performance bonus

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Team management

Communication

Customer service

Problem solving

Educación

Bachelor's degree in Business Administration or related field

Herramientas

CRM software

Descripción del empleo

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.