Customer Service Operations Manager

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

About the Role

Our client is seeking an experienced Customer Service Operations Manager to lead their customer support functions in Bloemfontein . This critical role focuses on enhancing customer satisfaction, managing support teams, and optimizing service delivery processes. The ideal candidate will have a deep understanding of customer service best practices, strong analytical skills, and a proven ability to build and lead high-performing support teams. You will be instrumental in shaping the customer experience and ensuring efficient resolution of customer inquiries.

Key Responsibilities

• Oversee the day-to-day operations of the customer service department, ensuring timely and effective support.
• Develop and implement strategies to improve customer satisfaction and loyalty metrics.
• Manage, train, and mentor customer service representatives and team leaders.
• Analyze customer feedback and operational data to identify trends and areas for improvement.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Collaborate with other departments to resolve complex customer issues and improve overall service delivery.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• 5+ years of experience in customer service management , with a focus on operations.
• Proven ability to lead and motivate customer support teams.
• Strong understanding of customer service principles, metrics, and technologies (CRM, ticketing systems).
• Excellent problem-solving, communication, and interpersonal skills.
• Experience with performance management and quality assurance in a customer service environment.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and leadership training.
• A flexible hybrid work environment.
• A supportive and customer-centric company culture.
• Generous annual leave entitlement.