Senior Customer Service Manager

Network Finance; Randburg; Sur place; ZAR 900 000 - 1 200 000; Plein temps

Résumé du poste

Network Finance is seeking an experienced Customer Service Leader to own service delivery in Bryanston, Johannesburg North. You will drive response and resolution times, SLA compliance, and a culture of accountability across support teams to deliver exceptional customer outcomes.

In this role, you will collaborate with technical and operational teams, implement improvements, and coach staff to sustain high performance and customer-centric service.

Qualifications

• Proven experience in Customer Service Management, Service Delivery Management, or Contact Centre Operations.
• Demonstrated experience leading customer-facing support teams.
• Strong understanding of SLA management, escalations, and service performance metrics.
• Experience with ticketing systems, CRM platforms, or service desk environments.

Responsabilités

• Oversee customer service delivery across support functions and ensure prompt, professional handling of queries, incidents and service requests.
• Monitor response and resolution times and drive improvements in customer satisfaction.
• Establish and maintain customer communication standards and address service gaps with corrective actions.
• Lead and develop customer support teams to achieve service excellence, with clear performance expectations and accountability measures.
• Develop and monitor service delivery KPIs, prepare management reports, and drive continuous service improvements.

Connaissances

Customer service leadership

Team leadership

Communication

Stakeholder management

Problem-solving

Conflict resolution

Multi-tasking

Description du poste

This role is ideal for a customer-focused operational leader who is passionate about driving service excellence, improving customer experiences, and ensuring high-performing support teams.

The successful candidate will take ownership of customer service operations, improve response and resolution times, drive SLA compliance, and implement processes that deliver exceptional customer outcomes.

This role is based in Bryanston, Johannesburg North

Key Responsibilities

Customer Service Leadership

• Oversee customer service delivery across support functions.
• Ensure customer queries, incidents, and service requests are handled promptly and professionally.
• Monitor response and resolution times and drive customer satisfaction improvements.
• Establish and maintain customer communication standards.
• Identify service delivery gaps and implement corrective measures.

SLA & Ticket Management

• Monitor ticket queues to ensure customer requests are acknowledged, assigned, tracked, and resolved.
• Drive compliance with service-level agreements (SLAs).
• Manage escalations and ensure timely resolution of customer issues.
• Identify recurring service challenges and implement preventive measures.
• Address overdue, unresolved, or incorrectly managed support tickets.

Team Leadership & Performance Management

• Lead and develop customer support teams to achieve service excellence.
• Establish clear performance expectations and accountability measures.
• Identify coaching, training, and development opportunities.
• Work closely with technical and operational teams to resolve customer issues efficiently.
• Foster a culture of accountability, continuous improvement, and customer-centricity.

Reporting & Continuous Improvement

• Develop and monitor service delivery KPIs, including response times, resolution times, SLA compliance, and ticket backlogs.
• Prepare regular performance and service delivery reports for management.
• Drive service improvement initiatives that enhance customer satisfaction and operational efficiency.

Job Experience and Skills Required

• Proven experience in Customer Service Management, Service Delivery Management, or Contact Centre Operations.
• Demonstrated experience leading customer-facing support teams.
• Strong understanding of SLA management, customer escalations, and service performance metrics.
• Experience working with ticketing systems, CRM platforms, or service desk environments.
• Strong leadership, problem-solving, and conflict-resolution skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience implementing customer service improvement initiatives.
• Exposure to multi-departmental or multi-product service environments.