Operations Manager - Customer Service

Placements24; Benoni; On-site; ZAR 700,000 - 1,100,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental coverage

Paid time off

Job summary

Placements24 is seeking an experienced Operations Manager specializing in Customer Service to lead our Benoni team in delivering exceptional support and driving continuous improvement across service delivery processes.

You will optimize workflows, manage performance metrics, and guide a diverse group of customer service professionals to achieve high levels of customer satisfaction and loyalty in the Gauteng region.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management or operations.
• Proven track record of improving customer service metrics and operational efficiency.
• Strong leadership, problem-solving, and communication skills.
• Experience with customer service software and CRM systems.
• Ability to manage and motivate a diverse team in a fast-paced environment.

Responsibilities

• Oversee the daily operations of the customer service department, ensuring efficient and effective support delivery.
• Develop and implement customer service strategies to enhance customer satisfaction and retention.
• Manage and train a team of customer service representatives, setting performance goals and providing coaching.
• Monitor KPIs such as response times, resolution rates, and customer satisfaction scores.
• Identify areas for process improvement and implement solutions to streamline operations and enhance the customer journey.
• Collaborate with other departments to ensure a cohesive customer experience across all touchpoints.

Skills

Leadership

Communication

Problem-solving

Education

Bachelor's degree in Business Administration/Management

Tools

CRM software

Job description

About the Role

Our client is looking for an experienced Operations Manager specializing in Customer Service to lead their team in Benoni . This role is pivotal in ensuring exceptional customer support, managing service delivery processes, and driving continuous improvement within the customer service department. You will be responsible for optimizing workflows, managing performance metrics, and leading a team of customer service professionals to achieve high levels of customer satisfaction and loyalty. This is an exciting opportunity to shape the customer experience in the Gauteng region.

Key Responsibilities

• Oversee the daily operations of the customer service department, ensuring efficient and effective support delivery.
• Develop and implement customer service strategies to enhance customer satisfaction and retention.
• Manage and train a team of customer service representatives, setting performance goals and providing coaching.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Identify areas for process improvement and implement solutions to streamline operations and enhance the customer journey.
• Collaborate with other departments to ensure a cohesive customer experience across all touchpoints.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management or operations.
• Proven track record of improving customer service metrics and operational efficiency.
• Strong leadership, problem-solving, and communication skills.
• Experience with customer service software and CRM systems.
• Ability to manage and motivate a diverse team in a fast-paced environment.

Benefits

• Competitive salary and performance-related bonuses.
• Comprehensive medical and dental coverage.
• Generous paid time off and company holidays.
• Opportunities for professional development and career progression.
• A dynamic and supportive work environment focused on customer success in Benoni .