Customer Support Manager - George

Placements24; George; On-site; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Medical insurance

Annual leave

Professional development

Provident fund

Relocation assistance

Job summary

Placements24 is seeking a highly accomplished Customer Support Manager to lead its operations in George, Western Cape. This senior role focuses on shaping and executing a customer service strategy that delivers exceptional support across channels.

You will build, manage, and mentor high-performing teams, oversee daily operations, and implement best practices to improve satisfaction and loyalty in the South African market.

Qualifications

• Minimum 5 years of experience in customer support management or a similar leadership role.
• Proven track record of building and leading high-performing customer support teams.
• Strong understanding of customer service principles, strategies, and technologies.
• Experience with CRM systems and helpdesk software.
• Proven ability to analyze data, identify trends, and implement data-driven solutions.

Responsibilities

• Lead, manage, and mentor the customer support team, fostering a positive and productive work environment.
• Develop and implement customer support policies, procedures, and service standards.
• Oversee daily operations of the customer support department, ensuring efficient handling of inquiries and issues.
• Monitor KPIs such as response times, resolution rates, and customer satisfaction scores, and implement improvement strategies.
• Analyze customer feedback and data to identify areas for improvement and proativ e solutions.
• Manage the customer support budget and allocate resources effectively.
• Collaborate with Sales, Marketing, and Product Development to ensure a seamless customer experience.
• Serve as a point of escalation for complex customer issues and ensure timely resolution.
• Stay abreast of industry trends and best practices in customer service management.
• Drive initiatives to enhance customer loyalty and retention through superior support.

Skills

Leadership

CRM systems

Helpdesk software

Data analysis

Communication

Education

Bachelor's degree in Business Administration/Marketing or related

Tools

CRM software

Job description

About the Role

Our client is seeking a highly accomplished and dedicated Customer Support Manager to lead their operations in George, Western Cape . This senior management position is critical to shaping and executing our client's customer service strategy, ensuring exceptional support delivery across all channels. The ideal candidate will be a strategic thinker with a proven track record of building, managing, and motivating high-performing support teams. You will be responsible for overseeing daily operations, implementing best practices, and driving initiatives that enhance customer satisfaction and loyalty. This role demands a leader who can foster a customer-centric culture and drive continuous improvement within the support department. The successful candidate will play a key role in the company's growth by ensuring every customer interaction is positive and productive. We are looking for an individual with strong leadership capabilities and a deep understanding of customer service excellence in the South African market. This is a significant opportunity to take ownership of customer experience at a growing organization.

Key Responsibilities

• Lead, manage, and mentor the customer support team, fostering a positive and productive work environment.
• Develop and implement customer support policies, procedures, and service standards.
• Oversee the daily operations of the customer support department, ensuring efficient handling of all customer inquiries and issues.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
• Analyze customer feedback and data to identify areas for improvement and implement proactive solutions.
• Manage the customer support budget and allocate resources effectively.
• Collaborate with other departments, including Sales, Marketing, and Product Development, to ensure a seamless customer experience.
• Serve as a point of escalation for complex customer issues and ensure their timely and satisfactory resolution.
• Stay abreast of industry trends and best practices in customer service management.
• Drive initiatives to enhance customer loyalty and retention through superior support.

Requirements

• Minimum of 5 years of experience in customer support management or a similar leadership role.
• Demonstrated success in building and leading high-performing customer support teams.
• Strong understanding of customer service principles, strategies, and technologies.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to analyze data, identify trends, and implement data-driven solutions.
• Experience with CRM systems and helpdesk software.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Ability to manage budgets and resources effectively.{li>
• Experience working within the George, Western Cape region is an advantage.
• A strong commitment to customer advocacy and service excellence.

Benefits

• Our client offers an attractive remuneration package that reflects the seniority of this role, including a competitive base salary and performance-based bonuses.
• Comprehensive medical and dental insurance coverage is provided.
• Generous annual leave and paid time off are standard.
• Opportunities for professional development, including leadership training and industry conferences, are actively supported.
• A provident fund contribution is made towards your long-term financial security.
• The company culture is collaborative and encourages innovation.
• Relocation assistance may be available for suitable candidates.
• Access to state-of-the-art tools and technology for support management.
• Potential for significant career growth within a rapidly expanding organization.
• A chance to shape the customer experience strategy for a leading company.