Customer Service Manager Work From Home

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

Job summary

A prominent outsourcing company in Pretoria seeks a Customer Experience (CX) Team Lead to drive excellence in customer support. In this role, you will lead a dynamic team, oversee daily operations, and develop training programs. Ideal candidates will have strong leadership skills, a commitment to outstanding customer service, and the ability to inspire and motivate others. You will foster a positive team environment and ensure effective resolutions to customer issues, ultimately enhancing the customer experience.

Qualifications

• Must love animals.
• Demonstrated ability to lead and develop teams.
• Ability to inspire, motivate, and communicate effectively.

Responsibilities

• Lead a dynamic team, fostering continuous improvement.
• Oversee daily operations to meet service level agreements.
• Develop comprehensive training programs for the team.
• Build a positive team environment that champions company values.
• Handle customer issues with empathy and professionalism.

Skills

Leadership

Problem-Solving

Collaboration

Interpersonal Skills

Customer-Centric

Adaptability

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

• 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 & Qualifications

• 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.