Customer Service Operations Lead

Supreme Direct Marketing; South Africa; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Supreme Direct Marketing in Johannesburg is seeking a Customer Service Manager to oversee all customer service operations across retail, support, and digital channels. The role requires strategic development of service policies and performance standards, plus leading teams to improve customer satisfaction and retention.

The position emphasizes collaboration with Sales, Operations and Technical Support to optimise the customer journey and resolve escalations efficiently.

Qualifications

• Minimum 7 years' experience in customer service, customer experience, retail operations, or contact centre management.

Responsibilities

• Lead all customer service operations across retail, support, and digital channels.
• Develop and implement customer service strategies, policies, and performance standards.
• Manage customer complaints, escalations, and resolution processes.
• Recruit, coach, mentor, and develop customer service teams.
• Monitor customer satisfaction, service performance, and customer retention metrics.
• Analyse customer feedback and implement continuous improvement initiatives.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.

Skills

Customer service leadership

Retail operations

Job description

Supreme Direct Marketing in Johannesburg is seeking a Customer Service Manager to oversee all customer service operations across retail, support, and digital channels. The role requires strategic development of service policies and performance standards, plus leading teams to improve customer satisfaction and retention.

The position emphasizes collaboration with Sales, Operations and Technical Support to optimise the customer journey and resolve escalations efficiently.