Retail Customer Service Manager – Lead & Elevate Service (Sandton)

Placements24

Sandton

Hybrid

ZAR 420,000 - 600,000

Full time

2 days ago

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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.