Sales Customer Service Manager

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

Job summary

A leading customer service consultancy is looking for a proactive manager to elevate service standards and mentor help desk teams in Midrand. This role requires a leader with 3-5 years of experience in customer service or sales management, a strong track record of achieving service targets, and a passion for improving team performance. You will develop strategies that align with company goals and be responsible for meeting high-quality support standards. Join a vibrant culture where your contributions will have a significant impact on service delivery.

Qualifications

• 3-5 years experience in managing customer service or help desk teams.
• Proven success in achieving service targets in previous roles.
• Ability to mentor and build high-performing teams.

Responsibilities

• Lead and mentor the help desk team for performance.
• Set expectations and KPIs for staff accountability.
• Develop help desk strategy aligned with company goals.
• Document and update standard operating procedures.
• Analyze KPIs to improve service delivery.

Skills

Leadership

Communication

Customer service improvement

Problem-solving

Education

Bachelor’s degree or Diploma in relevant field

Matric

Job description

SUMMARY

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.

POSITION INFO : 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

• 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

Salary : R negotiable dependent on experience

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