Service Operations Manager

Placements24; East London; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Salary incentives

Remote work

Health coverage

Paid time off

Professional development

Job summary

Placements24 seeks a Service Operations Manager to lead customer service and support in East London. You will drive service excellence, manage teams, and implement efficiency strategies to boost satisfaction and retention.

The role emphasizes operational leadership, process improvement, and delivering high service standards in a dynamic environment in the Eastern Cape.

Qualifications

• Proven experience in service operations management or similar leadership role.
• Strong knowledge of customer service principles and practices.
• Excellent leadership, communication, and problem-solving skills.
• Experience with CRM systems and customer support platforms.
• Ability to manage and motivate a team in a fast-paced environment.

Responsibilities

• Oversee daily operations of customer service and support in East London.
• Develop strategies to improve service delivery and response times.
• Lead and train a team of customer service representatives and support staff.
• Monitor service performance metrics and implement improvements.
• Manage budgets and allocate resources for the service department.

Skills

Service operations management

Customer service principles

Leadership

Communication

Problem solving

Team motivation

Tools

CRM systems

Customer support platforms

Job description

About the Role

Our client is looking for a dedicated Service Operations Manager to lead their customer service and support operations in East London . This role involves ensuring the delivery of exceptional customer service, managing support teams, and implementing strategies to enhance customer satisfaction and loyalty. You will be responsible for operational efficiency, process improvement, and maintaining high service standards. This is an excellent opportunity for a service-oriented leader to make a significant impact in the Eastern Cape.

Key Responsibilities

• Oversee the daily operations of the customer service and support departments in East London .
• Develop and implement strategies to improve service delivery, response times, and customer satisfaction.
• Manage and train a team of customer service representatives and support staff.
• Monitor service performance metrics and implement necessary improvements.
• Ensure efficient resource allocation and manage operational budgets for the service department.

Requirements

• Proven experience as a Service Operations Manager or in a related customer service management role.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and problem-solving skills.
• Experience with CRM systems and customer support platforms.
• Ability to manage and motivate a team in a fast-paced environment.

Benefits

• Competitive salary and performance-based incentives.
• Remote work option allowing for flexible working arrangements.
• Comprehensive health, dental, and vision insurance.
• Paid time off and opportunities for professional development in customer experience.
• A chance to lead a critical function focused on customer satisfaction and retention.