German-Speaking Customer Service Project Manager

German-Speaking Customer Service Project ManagerLocation: South Africa (Remote or Hybrid)Salary: Competitive (to be discussed)Employment Type: Full-Time

About the Role

Our client is seeking an experienced Customer Service Project Manager to lead critical service unit projects for a global technology brand. This role involves planning, coordinating, and implementing projects to enhance customer service operations, with a strong focus on self-service integration and process optimisation. The ideal candidate will have strong project management skills, leadership experience, and expertise in customer service processes.

Why Join Them?

• Work with a globally recognised brand in customer service excellence.
• Lead high-impact projects that shape service operations.
• Collaborative and dynamic work environment.
• Competitive salary with opportunities for career growth.

Key Responsibilities

• Lead and coordinate customer service projects, ensuring seamless planning, execution, and documentation.
• Oversee the integration of self-service processes into customer service teams.
• Work closely with quality management, operations, IT, and training teams to implement process improvements.
• Present project updates and findings to internal and external stakeholders.
• Take technical responsibility for project teams and ensure project objectives are met.

Requirements

• Degree or equivalent qualification in a related field.
• At least 5 years of experience in customer service project management.
• Strong expertise in customer service project management.
• Proficiency in MS Office Suite (including MS Visio & MS Project).
• Experience with contact centre tools and AI-driven customer service solutions.
• Solid understanding of contact centre key metrics and process optimisation.
• Ability to thrive in a fast-paced and evolving environment.
• Strong leadership skills with experience managing teams.
• Analytical thinker with a structured and results-driven approach.
• Excellent communication and presentation skills.
• Fluency in German & English (written and spoken) is essential.
• Willingness to travel, including internationally when required.