Omni-Channel Servicing Specialist

Nedbank; Johannesburg; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Nedbank is seeking a Customer Service Manager to lead and transform the customer service function across the business. This leadership role focuses on driving service excellence, enhancing customer satisfaction, and developing high-performing teams.

Located in Johannesburg with a broad remit across retail and digital channels. The position demands a track record in customer service leadership, strategy development, and cross-functional collaboration to improve the customer journey and support

Qualifications

• Minimum 7 years in customer service, CX, retail ops, or contact centre management.
• At least 3 years in a senior leadership role.
• Proven ability to develop service frameworks and standards.
• Strong leadership, communication, and stakeholder management.

Responsibilities

• Lead all customer service operations across retail, support, and digital channels.
• Develop and implement customer service strategies and performance standards.
• Manage complaints, escalations, and resolution processes.
• Recruit, coach, and develop customer service teams.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support.

Skills

7+ years experience in customer

Job description

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Customer Service ManagerBack to jobs
Customer Service Manager
Job details
Posted
15 October 2026
Salary
ZAR Negotiable
Start date
15 October 2026
LocationJohannesburg
Job type Permanent
Discipline IT & Telecomms
Reference
Job Function Customer Service Representative
Job description
Our client is one of Fiji's leading retailers of consumer electronics, technology solutions, and digital lifestyle products. With continued growth across its retail and support operations, the company is committed to delivering exceptional customer experience, innovative solutions, and industry‑leading service standards.
We are seeking an experienced Customer Service Manager to lead and transform the customer service function across the business. This is an exciting opportunity for a customer‑focused leader who can drive service excellence, enhance customer satisfaction, develop high‑performing teams, and implement world‑class customer service standards. This position is located in Fiji.
Job Responsibilities:
+ Lead all customer service operations across retail, support, and digital channels.
+ Develop and implement customer service strategies, policies, and performance standards.
+ Manage customer complaints, escalations, and resolution processes.
+ Recruit, coach, mentor, and develop customer service teams.
+ Monitor customer satisfaction, service performance, and customer retention metrics.
+ Analyse customer feedback and implement continuous improvement initiatives.
+ Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.
Qualifications & Skill Requirements:
+ Minimum 7 years' experience in customer service, customer experience, retail operations, or contact centre management.
+ At least 3 years' experience in a senior leadership role.
+ Proven experience developing customer service frameworks, systems, and service standards.
+ Strong complaint resolution and escalation management experience.
+ Excellent leadership, coaching, communication, and stakeholder management skills.
+ Strong analytical, problem‑solving, and conflict‑resolution abilities.
+ High level of professionalism, emotional intelligence, and customer focus.
Preferred Experience:
+ Retail, electronics, telecommunications, e‑commerce, or other consumer‑facing industry experience.
+ Experience managing multi‑site customer service operations.
+ Knowledge of CRM systems, customer analytics, and service quality frameworks.
+ Proven success improving customer satisfaction and transforming service teams.
+ Experience leading multicultural teams and implementing international best practices.
We are an equal opportunity employer. All qualified individuals will receive consideration for employment without regard to race