Service Operations Leader — Elevate Customer Experience

Placements24

Bloemfontein

Hybrid

ZAR 450,000 - 700,000

Full time

2 days ago

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Benefits offered by this job

Health insurance

Paid time off

Career development

Job summary

Placements24 seeks a proactive Service Operations Manager to oversee Bloemfontein-based service delivery. Lead a team to meet client expectations, resolve issues, and drive improvements in customer support and overall service experience.

The ideal candidate will have strong leadership, analytical skills, and a track record of enhancing service efficiency in a dynamic environment. A bachelor's degree and CRM/tools experience are required.

Qualifications

Bachelor's degree in Business Management, Communications, or a related field.
At least 5 years of experience in service operations management or customer support leadership.
Experience with CRM systems and service management tools is essential for this role.

Responsibilities

Manage the day-to-day operations of the customer service department, ensuring high levels of productivity and service quality.
Develop and implement strategies to improve customer satisfaction and retention.
Train, coach, and mentor service staff to ensure they provide excellent customer support.
Monitor key performance indicators (KPIs) for service operations and implement action plans for improvement.
Handle escalated customer complaints and resolve complex service issues effectively.
Collaborate with other departments to ensure seamless service delivery and address customer needs comprehensively.