Customer Service Operations Leader - Benoni

Placements24; Benoni; On-site; ZAR 700,000 - 1,100,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental coverage

Paid time off

Job summary

Placements24 is seeking an experienced Operations Manager specializing in Customer Service to lead our Benoni team in delivering exceptional support and driving continuous improvement across service delivery processes.

You will optimize workflows, manage performance metrics, and guide a diverse group of customer service professionals to achieve high levels of customer satisfaction and loyalty in the Gauteng region.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management or operations.
• Proven track record of improving customer service metrics and operational efficiency.
• Strong leadership, problem-solving, and communication skills.
• Experience with customer service software and CRM systems.
• Ability to manage and motivate a diverse team in a fast-paced environment.

Responsibilities

• Oversee the daily operations of the customer service department, ensuring efficient and effective support delivery.
• Develop and implement customer service strategies to enhance customer satisfaction and retention.
• Manage and train a team of customer service representatives, setting performance goals and providing coaching.
• Monitor KPIs such as response times, resolution rates, and customer satisfaction scores.
• Identify areas for process improvement and implement solutions to streamline operations and enhance the customer journey.
• Collaborate with other departments to ensure a cohesive customer experience across all touchpoints.

Skills

Leadership

Communication

Problem-solving

Education

Bachelor's degree in Business Administration/Management

Tools

CRM software

Job description

Placements24 is seeking an experienced Operations Manager specializing in Customer Service to lead our Benoni team in delivering exceptional support and driving continuous improvement across service delivery processes.

You will optimize workflows, manage performance metrics, and guide a diverse group of customer service professionals to achieve high levels of customer satisfaction and loyalty in the Gauteng region.