Remote Customer Service Manager - Hospitality

Placements24; Johannesburg; Hybrid; ZAR 600,000 - 900,000; Full time

Job summary

Placements24 seeks a Customer Service Manager to lead a remote support team focused on Hospitality & Tourism. You will shape customer experience strategies, monitor performance metrics, and drive improvements from a remote setting.

Ideal candidates will have proven leadership of remote teams, strong CRM skills, and a background in hospitality or business. The role emphasizes empathy, efficiency, and proactive problem-solving within a remote-first culture.

Qualifications

• Proven experience in customer service management, preferably in hospitality/tourism.
• Experience leading remote teams with strong people management skills.
• Strong CRM and customer service software proficiency.
• Excellent communication and problem-solving abilities.

Responsibilities

• Develop and implement customer service strategies for hospitality clients.
• Lead, train, and mentor a remote customer service team with clear performance expectations.
• Monitor KPIs such as response times, resolution rates, and customer satisfaction.
• Manage escalations and drive continuous improvement across touchpoints.
• Collaborate with other departments to improve service offerings and customer journeys.

Skills

Remote leadership

CRM proficiency

Performance analytics

Hospitality domain knowledge

Education

Bachelor's degree in hospitality management or business

Tools

CRM software

Job description

About the Role

Our client is seeking a highly motivated and experienced Customer Service Manager to lead their remote customer support team, specializing in the Hospitality & Tourism sector. This pivotal role involves overseeing daily operations, ensuring exceptional service delivery, and fostering a positive and productive remote work environment. You will be instrumental in shaping customer experience strategies, managing performance metrics, and driving continuous improvement initiatives from a remote setting. This is an opportunity to make a significant impact on customer satisfaction and loyalty within a dynamic and globally connected industry, working within a company that champions remote work flexibility and employee growth.

Key Responsibilities

• Develop and implement comprehensive customer service strategies to enhance client satisfaction and retention within the hospitality domain.
• Lead, train, and mentor a team of remote customer service representatives, setting clear performance expectations and providing regular feedback.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, implementing corrective actions as needed.
• Manage customer escalations, resolving complex issues with professionalism and efficiency to maintain high service standards.
• Collaborate with other departments to identify trends, improve service offerings, and ensure a seamless customer journey across all touchpoints.
• Champion a culture of empathy, efficiency, and problem-solving within the remote support team.

Requirements

• Proven experience in a Customer Service Management role, preferably within the Hospitality & Tourism industry.
• Demonstrated success in leading and managing remote teams effectively.
• Strong understanding of CRM systems and customer service software platforms.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to adapt to diverse customer needs.
• Proficiency in developing and analyzing customer service metrics and reporting on team performance.
• A bachelor's degree in hospitality management, business, or a related field is advantageous.

Benefits

• Competitive annual salary and performance-based bonuses.
• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off and company holidays.
• Opportunities for professional development and career advancement within a remote-first organization.
• A supportive and collaborative remote work culture with regular team-building activities.