Strategic Customer Experience Leader

Opencast Consulting Sa; Cape Town; On-site; ZAR 223,000 - 296,000; Full time

Job summary

Opencast Consulting in Capetown, South Africa, invites a dynamic Customer Service Manager to lead our customer service team and drive operational excellence. The role emphasizes developing service strategies, monitoring satisfaction, resolving escalations, and mentoring staff, with responsibilities spanning cross-department collaboration and a competitive full-time package.

You will shape the customer experience, set service standards, and coach colleagues to exceed targets while maintaining a

Qualifications

• Experience leading a customer service team.
• Strong communication, problem-solving and decision-making skills.
• Ability to manage and motivate a team in a fast-paced environment.
• Proficiency in CRM platforms.

Responsibilities

• Lead and inspire the customer service team to achieve excellence.
• Develop and implement customer service strategies and initiatives.
• Monitor customer satisfaction metrics and drive continuous improvement.
• Handle escalated customer concerns and deliver effective resolutions.
• Collaborate with other departments to align service objectives with business goals.
• Train and mentor team members to foster growth and accountability.

Skills

Leadership in customer service

Communication skills

Problem-solving

Team motivation

Tools

CRM platforms

Job description

Opencast Consulting in Capetown, South Africa, invites a dynamic Customer Service Manager to lead our customer service team and drive operational excellence. The role emphasizes developing service strategies, monitoring satisfaction, resolving escalations, and mentoring staff, with responsibilities spanning cross-department collaboration and a competitive full-time package.

You will shape the customer experience, set service standards, and coach colleagues to exceed targets while maintaining a