Sales Customer Service Manager

Time Personnel; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading global client in Johannesburg is looking for a Sales Customer Service Manager to elevate customer service standards. The successful candidate will mentor a help desk team, ensure performance metrics are met, and implement strategies for operational excellence. The role demands strong leadership skills and a proactive approach to manage service delivery effectively. This position is ideal for those with a passion for improving systems and guiding teams toward success.

Qualifications

• 3–5 years of experience in managing sales, customer service, technical support or help desk teams.
• Proven track record of achieving service targets.
• Demonstrated success in sales/customer service roles.

Responsibilities

• Lead, mentor, and develop the help desk team.
• Set clear expectations and KPIs for team performance.
• Build a culture of professionalism and accountability.
• Hire and train new staff as necessary.
• Develop and execute help desk strategies.
• Document and update SOPs for compliance.

Skills

Leadership

Communication

Proactive mindset

Solution driven

Education

Matric

Bachelor’s degree in Business or related field

Job description

Sales Customer Service Manager required in Johannesburg.

Are you a proactive, results-driven leader with a passion for elevating customer service standards and transforming underperforming teams?

Our global client, a leader in operating systems with a thriving office in Midrand, is seeking a hands-on manager who can operate independently, mentor staff effectively, and consistently raise the bar on service delivery.

You’ll be joining a dynamic, youthful management team during an exciting phase of expansion into new industry sectors. This role requires a confident, resilient individual who can build high-performing teams and take ownership of all customer service metrics and data reporting.

Requirements:

• Matric, bachelor’s degree / Diploma in a relevant field (e.g. Business, Marketing, Management, Business Administration, or related field – Highly Advantageous
• 3–5 years of experience in managing sales, customer service, technical support or help desk teams
• Track record of achieving service targets, or demonstrable success in prior sales/customer-service roles
• Strong leadership and communication skills
• A proactive mindset and solution driven
• A passion for improving systems and helping people succeed

Duties and Responsibilities:

• Lead, mentor, and develop the help desk team to ensure high levels of performance and morale
• Set clear expectations and KPIs for help desk staff, holding them accountable for the daily actions required
• Build a culture of professionalism, accountability, and continuous improvement
• Hire new staff according to team requirements
• Train the team following quarterly reviews and where there are shortfalls in skills
• Develop and execute a help desk strategy that aligns with company goals and drives operational excellence
• Establish clear policies, procedures, and service standards to ensure consistency and high-quality support
• Document and update standard operating procedures (SOPs) to ensure consistency and compliance
• Motivate the team to consistently meet or exceed their KPIs.
• Serve as the final escalation point for critical or complex support cases
• Track and analyse key performance indicators (KPIs), including Ticket resolution times
• Prepare and present weekly reports to the Managing Directors, highlighting bottlenecks, network specific issues, and clear actions for improvement
• Conduct regular quality assurance checks to maintain service excellence