Customer Support Manager — Lead Csat & Service Ops (Hybrid)

E-Rele; Gauteng; On-site; ZAR 550,000 - 700,000; Full time

Benefits offered by this job

Executive-level bonuses

Private health insurance

Travel opportunities

Professional development

Central Sandton office

Job summary

E-Rele is seeking an experienced Customer Support Executive to join our Sandton team. You will manage a portfolio of high-value clients, handle escalated inquiries, and drive customer satisfaction from our premium Sandton office.

You will build and maintain strong relationships, collaborate with internal teams, and use CRM tools to document interactions and outcomes. The role emphasizes service excellence, client success, and professional development in a dynamic environment.

Qualifications

• Minimum 5 years in customer support, client management or helpdesk executive roles.
• Excellent communication, negotiation and conflict resolution skills.
• Proven ability to manage a portfolio of high-value clients and build strong relationships.
• Proficiency in using advanced CRM software and support tools.
• Strong analytical skills and ability to identify customer pain points.

Responsibilities

• Handle escalated customer inquiries and complex issues with professionalism and efficiency.
• Develop strategies to improve customer satisfaction and loyalty.
• Liaise between clients and internal departments to ensure timely resolution of issues.
• Maintain detailed records of client interactions and resolutions in the CRM system.
• Conduct client satisfaction surveys and analyze feedback to identify areas for improvement.
• Provide comprehensive product and service support with expert guidance.

Skills

Customer support

Client management

Helpdesk

CRM software

Analytical skills

Negotiation

Conflict resolution

Education

Bachelor's degree

Tools

CRM software

Job description

Our client is seeking a highly motivated and experienced Customer Support Executive to join their team in the vibrant district of Sandton . This pivotal role involves managing complex customer inquiries, resolving sophisticated issues, and ensuring the highest levels of customer satisfaction and retention. You will act as a key ambassador for the company, building and maintaining strong relationships with a portfolio of clients. Working within our premium Sandton office, you will be part of a professional environment dedicated to service excellence and client success, driving our commitment to unparalleled customer support.

About the Role

• Handle escalated customer inquiries and complex issues with professionalism and efficiency.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Act as a liaison between clients and internal departments to ensure timely resolution of issues.
• Maintain detailed records of client interactions, feedback, and issue resolution in the CRM system.
• Conduct client satisfaction surveys and analyze feedback to identify areas for improvement.
• Provide comprehensive product and service support, offering expert guidance and solutions.

Requirements

• A minimum of 5 years of experience in a customer support , client management , or helpdesk executive role.
• Exceptional communication, negotiation, and conflict resolution skills.
• Proven ability to manage a portfolio of high-value clients and build strong relationships.
• Proficiency in using advanced CRM software and support management tools.
• Strong analytical skills and the ability to identify and address customer pain points.
• Bachelor's degree in Business Administration, Marketing, or a related field.

Benefits

• Attractive salary package with executive-level bonuses.
• Comprehensive private health insurance and retirement planning options.
• Opportunities for international travel and professional development.
• A sophisticated and professional work environment in the heart of Sandton .
• Access to exclusive company perks and benefits.