Service Operations Manager

Placements24; Bloemfontein; Hybrid; ZAR 450,000 - 700,000; Full time

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.

Skills

Leadership

Customer service

Analytical skills

Communication skills

Education

Bachelor's degree in business/related field

Tools

CRM systems

Service management tools

Job description

Our client is seeking a proactive Service Operations Manager to oversee and enhance their service delivery operations in Bloemfontein . This role is responsible for ensuring that all customer service functions operate efficiently and effectively, meeting and exceeding client expectations. You will lead a team dedicated to providing exceptional support, resolving issues promptly, and implementing process improvements to elevate the overall service experience. The ideal candidate is customer-focused, possesses strong leadership and analytical skills, and has a proven ability to manage service operations in a dynamic environment.

Key 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.

Requirements

• 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.
• Proven track record of improving customer satisfaction and service efficiency.
• Strong understanding of service management principles and best practices.
• Excellent problem-solving, communication, and leadership skills.
• Experience with CRM systems and service management tools is essential for this role in Bloemfontein .

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and leadership training.
• Generous paid time off and company holidays.
• A supportive and collaborative team environment focused on customer success.