Customer Support Manager

Yelo Mauritius; Johannesburg; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading professional services organisation in Johannesburg seeks a Customer Service Manager to enhance service quality and lead a team. The ideal candidate boasts a strong background in customer service, particularly within the Oil and Gas industry, with at least 5 years of distribution and supply chain exposure. Excellent analytical and communication skills are essential for stakeholder engagement and performance improvement.

Qualifications

• Background in customer service or related functions.
• Proven experience managing teams in the Oil and Gas Industry.
• 5 years minimum in distribution business and supply chain exposure.

Responsibilities

• Oversee and enhance customer service processes.
• Analyse operational data for improvements.
• Manage and mentor a team to meet KPIs.

Skills

Customer service experience

Analytical skills

Team management

Excellent communication

Proactive problem-solving

Job description

Overview

Our client is a well-established organisation in the professional services sector, recognised for its commitment to operational efficiency and customer satisfaction.

With a strong presence in the market, the company operates from its office in Johannesburg and is known for fostering a professional and forward-thinking working environment.

Responsibilities

• Oversee and enhance customer service processes to ensure high-quality client experiences.
• Analyse operational data to identify areas for improvement and implement solutions.
• Collaborate with cross-functional teams to align customer service strategies with overall business goals.
• Manage and mentor a team to achieve departmental objectives and KPIs.
• Develop and maintain strong client relationships, acting as a key point of contact for escalations.
• Ensure compliance with company policies and industry regulations.
• Pricing, scheduling, coordination
• Prepare detailed reports and presentations for senior management on performance metrics.
• Support the implementation of new systems and technologies to enhance efficiency.

Qualifications

• A background in customer service or related functions within the professional services industry.
• Strong analytical skills and the ability to interpret operational data effectively.
• Proven experience in managing teams and driving performance improvements.
• Excellent communication skills, both written and verbal, for stakeholder engagement.
• A proactive approach to problem-solving and decision-making.
• Must come from the Oil and Gas Industry.
• Must have managed a team of 10 individuals.
• Must be willing to be in South Africa, Johannesburg.
• 5 years minimum experience in distribution business including supply chain exposure and retail operations.
• Familiarity with relevant systems or software used in customer service management.