Customer Service Manager Work From Home

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

Job summary

A leading outsourcing firm in South Africa is looking for a Customer Experience (CX) Team Lead to enhance support for clients. The ideal candidate will lead a dedicated team, implementing innovative service strategies, while driving excellence and ensuring operational efficiency. Key responsibilities include managing daily operations, developing training programs, and resolving customer issues effectively. Applicants should have proven leadership experience, excellent interpersonal skills, and a strong commitment to outstanding customer service. This role offers a chance to shape team culture and customer satisfaction.

Qualifications

• Demonstrated ability to lead and develop high-performing teams.
• Exceptional problem-solving skills with the ability to navigate a fast-paced environment.
• Strong commitment to delivering outstanding customer service.

Responsibilities

• Lead a dynamic team, fostering a culture of continuous improvement.
• Oversee daily operations ensuring efficiency in meeting service level agreements.
• Develop comprehensive training programs to advance team skills and knowledge.
• Handle customer issues with empathy and professionalism.

Skills

Leadership

Interpersonal Skills

Problem-Solving

Collaboration

Adaptability

Customer-Centric

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

Key Responsibilities

• Leadership and Development: Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance; implement a coaching culture that supports professional growth and development.
• Operational Excellence: Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs); identify and mitigate operational risks.
• Training and Empowerment: Develop comprehensive training programs to advance team skills and knowledge; encourage empowerment and decision‑making within the team.
• Culture and Morale: Build a positive team environment that champions company values, encourages collaboration, and supports individual well‑being.
• Performance Management: Promote a culture of excellence through regular performance reviews, feedback, and recognition; drive initiatives that enhance productivity and customer satisfaction.
• Customer Escalations: Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions.
• Innovation and Improvement: Stay informed about industry trends to drive innovation within the team; lead projects aimed at improving processes and enhancing the customer experience.
• Data Analysis: Utilize customer data to identify trends, inform strategy, and improve service delivery.

Desired Experience & Qualification

• Animal Lover: Must love animals.
• Proven Leadership: 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.
• Problem‑Solving: Exceptional problem‑solving skills with the ability to navigate a fast‑paced environment.
• Collaboration: Strong collaborative skills, able to work effectively with cross‑functional teams to achieve business goals.
• Adaptability: Openness to embrace new challenges and a commitment to continuous learning and improvement.
• Customer‑Centric: A strong commitment to delivering outstanding customer service.