German-Speaking Customer Service Project Manager

Believe Resourcing; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading technology company is seeking a German-Speaking Customer Service Project Manager in Cape Town to oversee projects that enhance customer service operations. The ideal candidate has at least five years of experience, is fluent in both German and English, and possesses strong leadership and analytical skills. This role involves collaborating with diverse teams and implementing innovative solutions to improve service efficiency.

Benefits

Dynamic and collaborative work environment

Career development opportunities

Qualifications

• At least five years of experience in customer service project management.
• Strong expertise in self-service solutions and process optimisation.
• Solid understanding of contact centre key metrics.

Responsibilities

• Manage customer service projects and ensure execution.
• Lead integration of self-service solutions into workflows.
• Present project progress to senior management.

Skills

Fluent in German and English (C1 level or higher)

Customer service processes expertise

Strong leadership skills

Ability to analyse complex problems

Excellent communication and presentation skills

Education

Degree or equivalent qualification in Business, Project Management, or related field

Tools

MS Office Suite (including MS Visio and MS Project)

Contact centre tools

Job description

German-Speaking Customer Service Project ManagerLocation: Cape Town

Salary: Competitive (to be discussed)Employment Type: Full-Time

About the Client

A leading tech company that’s all about delivering top-notch TV and mobile phone products and services. This client is known for their innovative solutions and fantastic customer service. They value a vibrant and supportive work environment, perfect for those who love technology and teamwork.

About the Role

Our client, a globally recognised technology brand, is seeking a Manager of Customer Service Projects to drive critical initiatives in their service unit. This role focuses on planning, coordinating, and executing projects that improve customer service operations, with a strong emphasis on self-service integration and process optimisation. The ideal candidate will have extensive experience in customer service project management, a structured approach to problem-solving, and the ability to collaborate with diverse teams across multiple regions.

Why Join Them?

• Work with a world-leading brand in customer service innovation
• Lead and influence high-impact customer service projects
• Dynamic and collaborative work environment
• Career development opportunities in a fast-growing industry

Key Responsibilities

• Take responsibility for or jointly manage customer service projects in close coordination with the client
• Lead and coordinate service unit projects, ensuring seamless planning, execution, and documentation
• Define, track, and report project milestones, objectives, and key deliverables
• Oversee the integration of self-service solutions into customer service workflows
• Implement AI-driven customer service solutions to improve efficiency and user experience
• Work closely with quality management, operations, IT, and training teams to drive continuous improvement
• Act as the main point of contact for project-related communication with internal and external stakeholders
• Present project progress and findings to senior management
• Provide technical leadership to project teams and ensure project objectives are met

Requirements

• Fluent in German and English (written and spoken) – C1 level or higher
• Degree or equivalent qualification in Business, Project Management, or a related field
• At least five years of experience in customer service project management
• Strong expertise incustomer service processes, self-service solutions, and process optimisation
• Proficiency in MS Office Suite, including MS Visio and MS Project
• Experience with contact centre tools and AI-driven customer service solutions
• Solid understanding of contact centre key metrics and data-driven decision-making
• Strong leadership skills with experience managing cross-functional teams
• Ability to analyse complex problems and develop structured, results-driven solutions
• Excellent communication and presentation skills
• Willingness to travel, including internationally when required