Customer Service Manager - WhatJobs Direct

Placements24; Soweto; Hybrid; ZAR 600,000 - 1,000,000; Full time

Benefits offered by this job

Executive salary

Benefits package

Hybrid work

Health insurance

Retirement plan

Professional development

Job summary

WhatJobs Direct is seeking an experienced Customer Service Manager to lead our Soweto-based customer support operations. This senior role oversees the entire department, driving strategic initiatives to improve satisfaction and loyalty while mentoring a high-performance team.

The role emphasizes CRM excellence, cross-functional collaboration, and budget stewardship in a hybrid work setting with occasional on-site presence in Soweto, Gauteng.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field; Master’s degree is a plus.
• Minimum of 5-7 years of progressive experience in customer service management or a similar leadership role.
• Proven track record of successfully managing customer service teams and operations.
• Strong leadership, coaching, and team-building skills.
• Excellent problem-solving, decision-making, and strategic thinking abilities.
• In-depth knowledge of CRM systems, helpdesk software, and customer service technologies.
• Exceptional communication, negotiation, and interpersonal skills.
• Experience in the HR tech or SaaS industry is highly preferred.
• Ability to thrive in a hybrid work environment, based in or able to commute to Soweto, Gauteng.
• Demonstrated ability to drive customer satisfaction and loyalty initiatives.

Responsibilities

• Develop and execute comprehensive customer service strategies aligned with company objectives.
• Lead, manage, and mentor the customer service team, fostering a high-performance culture.
• Oversee daily customer service operations, ensuring efficiency, quality, and adherence to SLAs.
• Implement and refine customer service policies, procedures, and standards.
• Analyze customer feedback and support data to identify areas for improvement and implement corrective actions.
• Manage escalated customer issues, ensuring timely and satisfactory resolution.
• Develop and deliver training programs for customer service staff to enhance skills and product knowledge.
• Collaborate with other departments (Sales, Product, Marketing) to ensure a cohesive customer experience.
• Manage the customer service budget and resource allocation effectively.
• Drive initiatives to improve customer satisfaction, retention, and overall customer lifetime value.

Skills

Leadership & team management

Strategic thinking

Communication skills

Customer service excellence

Budget management

Education

Bachelor's degree in Business Administration, Marketing, or related field

Master’s degree (preferred)

Tools

CRM systems

Helpdesk software

SaaS platforms

Job description

About the Role

Our client, WhatJobs Direct, is seeking an experienced and strategic Customer Service Manager to lead their customer support operations in Soweto, Gauteng. This senior role involves overseeing the entire customer service department, ensuring the delivery of exceptional support and fostering a culture of customer advocacy. You will be responsible for managing a team of support professionals, optimizing service delivery, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate possesses strong leadership skills, a deep understanding of customer service best practices, and a proven ability to drive performance improvements. This hybrid position offers the chance to lead from our offices in Soweto while enjoying the flexibility of remote work.

Key Responsibilities

• Develop and execute comprehensive customer service strategies aligned with company objectives.
• Lead, manage, and mentor the customer service team, fostering a high-performance culture.
• Oversee daily customer service operations, ensuring efficiency, quality, and adherence to SLAs.
• Implement and refine customer service policies, procedures, and standards.
• Analyze customer feedback and support data to identify areas for improvement and implement corrective actions.
• Manage escalated customer issues, ensuring timely and satisfactory resolution.
• Develop and deliver training programs for customer service staff to enhance skills and product knowledge.
• Collaborate with other departments (Sales, Product, Marketing) to ensure a cohesive customer experience.
• Manage the customer service budget and resource allocation effectively.
• Drive initiatives to improve customer satisfaction, retention, and overall customer lifetime value.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field; Master’s degree is a plus.
• Minimum of 5-7 years of progressive experience in customer service management or a similar leadership role.
• Proven track record of successfully managing customer service teams and operations.
• Strong leadership, coaching, and team-building skills.
• Excellent problem-solving, decision-making, and strategic thinking abilities.
• In-depth knowledge of CRM systems, helpdesk software, and customer service technologies.
• Exceptional communication, negotiation, and interpersonal skills.
• Experience in the HR tech or SaaS industry is highly preferred.
• Ability to thrive in a hybrid work environment, based in or able to commute to Soweto, Gauteng.
• Demonstrated ability to drive customer satisfaction and loyalty initiatives.

Benefits

• Competitive executive salary and comprehensive benefits package.
• Opportunity to lead and shape the customer service function of a growing company.
• Significant autonomy and strategic input in role.
• Hybrid work model providing excellent work-life integration in Soweto.
• Generous paid time off, health insurance, and retirement plan.
• Performance-based bonuses and long-term incentive plans.
• Access to modern office facilities and cutting-edge technology.
• Continuous professional development and leadership training.