Senior Customer Services Team Manager

Kinesis Holdings; Cape Town; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A client-focused organization is seeking an experienced Customer Service Leader based in Cape Town, South Africa. The candidate will manage a remote team, ensuring a customer-centric approach and high-quality responses to complaints. With a proven record in ecommerce, team leadership, and performance management, this role requires someone passionate about improving customer service and team efficiency.

Qualifications

• Must have 4 years of Management / Team Leader experience on an online retail campaign.
• Ecommerce Customer Service Experience is essential.
• Experience in IR & Performance management is required.
• Familiarity with market places like eBay, Amazon, TIKTOK is needed.
• Experience managing a Work From Home team is essential.

Responsibilities

• Provide timely and quality responses to customer complaints and escalations.
• Ensure a customer-centric approach is embedded in all processes.
• Collaborate with departments for seamless customer experience.
• Manage day-to-day operations of the customer service team.
• Provide training and support to team members.
• Motivate staff towards achieving performance targets.
• Monitor team performance against quality metrics.

Skills

Team leadership

Customer advocacy

Complaints handling

Ecommerce experience

Job description

Our client is seeking an experienced Customer Service Leader to enhance the team’s capability in handling customer complaints effectively with a customer first approach. The ideal candidate will possess strong leadership skills, with a background in team management and a proven record of delivering exceptional customer service. While driving continuous improvement based on the feedback received from their customers.

Managing a small team of Customer Service Agents based remotely from South Africa. Ensuring that they lead by example in being a customer advocate in the business.

Responsibilities

• Provide timely and quality responses to customer complaints and escalations across all channels.
• Ensure a customer-centric approach is embedded in all processes and interactions.
• Collaborate with other departments to ensure a seamless customer experience across all touch points.
• Manage day-to-day operations of the customer service team.
• Provide training and support to team members in complaints handling and customer service skills
• Contribute to a positive team culture and motivate staff towards achieving performance targets.
• Monitor team performance and ensure the team adhere to our quality metrics.

Must haves

• 4 years Management / Team Leader experience on an online retail campaign
• Ecommerce Customer Service Experience ( a must have)
• IR & Performance management experience is a must
• Market place experience (eBay, Amazon, TIKTOK)
• Experience managing a Work From Home team