Retail Customer Service Manager

Placements24; Sandton; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work environment

Employee discounts

Job summary

WhatJobs Direct, based in Sandton, Gauteng, is seeking a Retail Customer Service Manager to lead the customer service team, set high service standards, and resolve complex issues to boost brand loyalty. The ideal candidate combines retail CX leadership with strong problem-solving and CRM skills, capable of motivating a team in a hybrid work environment.

You will implement service policies, monitor feedback, and drive data-driven improvements.

Qualifications

• Experience leading customer service teams in a retail setting.
• Proven ability to implement service standards and drive improvements.
• Strong problem-solving and conflict-resolution skills.
• Proficient with CRM software and customer service tools.

Responsibilities

• Lead, train, and motivate the customer service team to deliver exceptional service.
• Develop and implement customer service policies and procedures.
• Monitor customer feedback and implement strategies for service improvement.
• Handle escalated customer complaints and resolve issues effectively.
• Ensure the team meets KPIs related to customer satisfaction and resolution times.
• Collaborate with other departments to address customer concerns and improve service delivery.
• Maintain knowledge of products and services to assist customers effectively.
• Manage customer service resources, including staffing and tools.
• Uphold brand standards and ensure a positive customer experience at all touchpoints.
• Analyze customer service data to identify trends and areas for enhancement.

Skills

Leadership

Customer service

CRM software

Data analysis

Communication

Education

Tertiary qualification in Business/Management

Tools

MS Office

CRM software suite

Job description

About the Role

Our client, WhatJobs Direct, a respected retailer with a significant presence in **Sandton**, is seeking a dedicated and customer-centric Retail Customer Service Manager. This role is essential for ensuring that every customer interaction enhances brand loyalty and satisfaction. You will lead the customer service team, develop and implement exceptional service standards, and handle complex customer issues. The ideal candidate is an empathetic leader with a strong understanding of customer service best practices in a retail environment, excellent problem-solving skills, and the ability to motivate a team. This position is key to maintaining our client's reputation for outstanding service within the **Gauteng** retail landscape.

Key Responsibilities

• Lead, train, and motivate the customer service team to deliver exceptional service.
• Develop and implement customer service policies and procedures.
• Monitor customer feedback and implement strategies for service improvement.
• Handle escalated customer complaints and resolve issues effectively and efficiently.
• Ensure the team meets key performance indicators (KPIs) related to customer satisfaction and resolution times.
• Collaborate with other departments to address customer concerns and improve overall service delivery.
• Maintain a deep understanding of company products and services to assist customers effectively.
• Manage customer service resources, including staffing and tools.
• Uphold brand standards and ensure a positive customer experience at all touchpoints.
• Analyze customer service data to identify trends and areas for enhancement.

Requirements

• Proven experience in managing customer service teams, preferably in a retail setting.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in customer relationship management (CRM) software and customer service tools.
• A customer-first mindset with a passion for delivering outstanding service.
• Ability to analyze service data and implement data-driven improvements.
• Experience in developing and implementing service standards.
• Ability to work effectively in a hybrid environment, balancing team leadership and administrative tasks.
• Relevant tertiary qualification in Business, Management, or a related field is advantageous.

Benefits

• Competitive annual salary of R .
• Opportunities to lead and develop a customer service team.
• Work in a dynamic and upscale retail environment in **Sandton**.
• Employee discounts and benefits.
• Professional development and growth opportunities.