Customer Service Manager - Uk Company. (Work From Home)

Galaxy Outsourcing Limited; Pietermaritzburg; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading outsourcing firm in KwaZulu-Natal is seeking a Customer Experience (CX) Team Lead to define and enhance client support experiences. In this role, you will lead a passionate team focused on operational excellence, implement innovative strategies, and ensure high levels of customer satisfaction. You must have a strong commitment to developing team members and delivering exceptional customer service.

Qualifications

• Proven track record in leading and developing high-performing teams.
• Experience in coaching culture and operational excellence.
• Outstanding customer service commitment.

Responsibilities

• Lead a dynamic team and foster a culture of continuous improvement.
• Oversee operations ensuring effectiveness in SLAs.
• Handle customer issues with empathy and professionalism.

Skills

Leadership

Coaching

Interpersonal Skills

Problem-solving

Collaboration

Job description

Customer Experience (CX) Team Lead

As the Customer Experience (CX) Team Lead within our outsourcing team, you will play a crucial role in defining and enhancing the support experience for our clients.

This position is designed for a results-driven leader passionate about driving excellence and implementing innovative customer service strategies.

Duties & Responsibilities

• Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance.
• Implement a coaching culture that supports professional growth and development.
• Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs).
• Identify and mitigate operational risks.
• Develop comprehensive training programs to advance team skills and knowledge.
• Encourage empowerment and decision-making within the team.
• Build a positive team environment that champions company values, encourages collaboration, and supports individual well-being.
• Promote a culture of excellence through regular performance reviews, feedback, and recognition.
• Drive initiatives that enhance productivity and customer satisfaction.
• Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions.
• Stay informed about industry trends to drive innovation within the team.
• Lead projects aimed at improving processes and enhancing the customer experience.
• Utilize customer data to identify trends, inform strategy, and improve service delivery.

Desired Experience & Qualifications

• Must love animals.
• Demonstrated ability to lead and develop high-performing teams.
• Experience in fostering a coaching culture and driving operational excellence.
• Strong Interpersonal Skills: Ability to inspire, motivate, and communicate effectively with team members at all levels.
• Exceptional problem‑solving skills with the ability to navigate a fast‑paced environment.
• Strong collaborative skills, able to work effectively with cross‑functional teams to achieve business goals.
• Openness to embrace new challenges and a commitment to continuous learning and improvement.
• A strong commitment to delivering outstanding customer service.