Hybrid Customer Service Manager — Lead & Elevate CX

Care4U Home Care; Johannesburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Care4U Home Care in Sandton is seeking an experienced Customer Service Manager to lead a dynamic team and drive service excellence. This hybrid role combines in-office collaboration with strategic, remote-enabled leadership to boost customer satisfaction and performance.

You will mentor staff, develop customer-centric processes, monitor KPIs, and collaborate across departments to ensure a seamless customer experience. A proven track record in customer service management is essential.

Qualifications

• Proven experience in a customer service management role or team lead position.
• Strong leadership, coaching, and interpersonal skills.
• Proficiency in CRM software and customer service tools.
• Ability to analyze data, identify trends, and generate insights.

Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve high performance.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor customer service metrics and key performance indicators (KPIs), reporting on team performance.
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
• Collaborate with other departments to ensure seamless customer experience across all touchpoints.
• Contribute to process improvements and operational efficiencies within the customer service department.

Skills

Leadership

Customer service management

CRM software

Data analysis

Performance metrics

Tools

CRM software

Job description

Care4U Home Care in Sandton is seeking an experienced Customer Service Manager to lead a dynamic team and drive service excellence. This hybrid role combines in-office collaboration with strategic, remote-enabled leadership to boost customer satisfaction and performance.

You will mentor staff, develop customer-centric processes, monitor KPIs, and collaborate across departments to ensure a seamless customer experience. A proven track record in customer service management is essential.