Seasonal Sales Pro: Elevate Customer Experience

Tfg; South Africa; On-site; ZAR 662,000 - 883,000; Full time

Job summary

Fiji Retailer is seeking an experienced Customer Service Manager to lead and transform the customer service function across retail, support, and digital channels. You will drive service excellence and develop high-performing teams.

The role focuses on implementing world-class standards, managing complaints and escalations, and collaborating with Sales, Operations, Logistics, Finance, and Technical Support to enhance the customer journey.

Qualifications

• Minimum 7 years' experience in customer service, customer experience, retail operations, or contact centre management.
• At least 3 years' experience in a senior leadership role.
• Proven experience developing customer service frameworks, systems, and service standards.
• Strong complaint resolution and escalation management experience.
• Excellent leadership, coaching, communication, and stakeholder management skills.
• Strong analytical, problem-solving, and conflict-resolution abilities.
• High level of professionalism, emotional intelligence, and customer focus.

Responsibilities

• Lead all customer service operations across retail, support, and digital channels.
• Develop and implement customer service strategies, policies, and performance standards.
• Manage customer complaints, escalations, and resolution processes.
• Recruit, coach, mentor, and develop customer service teams.
• Monitor customer satisfaction, service performance, and customer retention metrics.
• Analyse customer feedback and implement continuous improvement initiatives.
• Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.

Skills

Leadership

Customer service strategy

Complaint resolution

Stakeholder management

Operations management

Analytical thinking

Coaching & mentoring

Job description

Customer Service Manager
**Customer Service Manager**
**Job description**
Our client is one of Fiji's leading retailers of consumer electronics, technology solutions, and digital lifestyle products. With continued growth across its retail and support operations, the company is committed to delivering exceptional customer experience, innovative solutions, and industry-leading service standards.
We are seeking an experienced **Customer Service Manager** to lead and transform the customer service function across the business. This is an exciting opportunity for a customer-focused leader who can drive service excellence, enhance customer satisfaction, develop high-performing teams, and implement world-class customer service standards. This position is located in **Fiji.**
**Job Responsibilities:**
+ Lead all customer service operations across retail, support, and digital channels.
+ Develop and implement customer service strategies, policies, and performance standards.
+ Manage customer complaints, escalations, and resolution processes.
+ Recruit, coach, mentor, and develop customer service teams.
+ Monitor customer satisfaction, service performance, and customer retention metrics.
+ Analyse customer feedback and implement continuous improvement initiatives.
+ Collaborate with Sales, Operations, Logistics, Finance, and Technical Support teams to enhance the customer journey.
**Qualifications & Skill Requirements:**
+ Minimum **7 years' experience** in customer service, customer experience, retail operations, or contact centre management.
+ At least **3 years' experience** in a senior leadership role.
+ Proven experience developing customer service frameworks, systems, and service standards.
+ Strong complaint resolution and escalation management experience.
+ Excellent leadership, coaching, communication, and stakeholder management skills.
+ Strong analytical, problem-solving, and conflict-resolution abilities.
+ High level of professionalism, emotional intelligence, and customer focus.
**Preferred Experience:**
+ Retail, electronics, telecommunications, e-commerce, or other consumer-facing industry experience.
+ Experience managing multi-site customer service operations.
+ Knowledge of CRM systems, customer analytics, and service quality frameworks.
+ Proven success improving customer satisfaction and transforming service teams.
+ Experience leading multicultural teams and implementing international best practices.
We are an equal opportunity employer. All qualified individuals will receive consideration for employment without regard to race; color; age; sex; sexual orientation; gender identity; religion; national origin; disability; veteran status; genetic information; or any other criteria protected by governing law.