Customer Service Operations Leader - Hybrid & Growth

Placements24; Bloemfontein; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Health, dental, and vision insurance

Hybrid work environment

Generous annual leave entitlement

Job summary

Placements24 in Bloemfontein seeks an experienced Customer Service Operations Manager to lead the customer support functions and optimize service delivery. You will shape customer experience, drive improvements, and ensure timely resolution of inquiries.

The role emphasizes building high-performing teams, monitoring metrics, and collaborating across departments to enhance satisfaction and efficiency.

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field.
• 5+ years in customer service management with operations focus.
• Proven ability to lead and motivate support teams.
• Strong understanding of customer service metrics and CRM/ticketing tech.
• Excellent problem-solving and interpersonal skills.

Responsibilities

• Oversee day-to-day operations of the customer service department.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Manage, train, and mentor customer service representatives and team leaders.
• Analyze feedback and data to identify trends and improvements.
• Ensure adherence to SLAs and quality standards.
• Collaborate with other departments to resolve complex issues.

Skills

Leadership

Customer service

Analytics

Communication

Team management

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Ticketing systems

Job description

Placements24 in Bloemfontein seeks an experienced Customer Service Operations Manager to lead the customer support functions and optimize service delivery. You will shape customer experience, drive improvements, and ensure timely resolution of inquiries.

The role emphasizes building high-performing teams, monitoring metrics, and collaborating across departments to enhance satisfaction and efficiency.