Hybrid Customer Experience Leader - Randburg

Placements24; Randburg; Hybrid; ZAR 700,000 - 1,100,000; Full time

Benefits offered by this job

Leadership bonus

Health insurance

Retirement benefits

Hybrid work model

Generous annual leave

Car allowance

Job summary

Placements24 in Randburg, Gauteng, is seeking an experienced Customer Service Manager to lead a dedicated team in a hybrid role, blending in-office leadership with remote work.

You will shape customer service strategies to enhance client satisfaction, retention, and brand reputation. You will motivate staff, set performance standards, and ensure consistent high-quality support across all channels while collaborating with Sales, Marketing, and Product teams.

Qualifications

• Proven experience in a customer service leadership or management role.
• Ability to lead, motivate, and develop a team.
• Excellent communication, problem-solving, and conflict-resolution skills.
• In-depth knowledge of customer service principles, CRM systems, and helpdesk software.
• Strong analytical skills and reporting on KPIs.

Responsibilities

• Lead, mentor, and manage the customer service team to achieve optimal performance.
• Develop and implement customer service policies, procedures, and strategies.
• Monitor customer service performance metrics and identify areas for improvement.
• Ensure consistent delivery of high-quality customer support across all touchpoints.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Train and onboard new customer service representatives.
• Collaborate with other departments (Sales, Marketing, Product) to ensure a unified customer experience.
• Manage the customer service budget and resources effectively.
• Stay abreast of industry best practices and emerging customer service technologies.
• Foster a positive and motivating work environment for the team.

Skills

Leadership

Team motivation

CRM systems

KPI reporting

Analytical skills

Communication

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Helpdesk software

Job description

Placements24 in Randburg, Gauteng, is seeking an experienced Customer Service Manager to lead a dedicated team in a hybrid role, blending in-office leadership with remote work.

You will shape customer service strategies to enhance client satisfaction, retention, and brand reputation. You will motivate staff, set performance standards, and ensure consistent high-quality support across all channels while collaborating with Sales, Marketing, and Product teams.