702 Customer Service & Helpdesk jobs in South Africa

Head of CX

Job Title: Head of Customer Experience

Location: Cape Town, Platterkloof, South Africa (Hybrid)

Function: Commercial

Role Purpose

The Head of Customer Experience is responsible for the end-to-end management of customer and partner satisfaction across all major virtual product categories – airtime & data , prepaid electricity , vouchers , and bill payments . This role focuses on strategic relationship management with downstream channel partners (e.g., Tier 1 retailers, banks, and large corporate clients), as well as cross-functional collaboration with Commercialisation, Product, and Operations teams. A key performance outcome is retaining and expanding channel revenue through excellent customer experience .

Key Responsibilities

• Partner Experience - Own strategic relationships with Tier 1 retailers, financial institutions, and large resellers. Ensure consistent, proactive partner engagement and satisfaction.
• Customer onboarding & Support - Collaborate with Commercialisation to lead experience design for new client onboarding. Define and improve customer journey touchpoints.
• Customer Satisfaction - Build systems to measure and improve partner satisfaction (e.g., CSAT, NPS). Manage feedback loops and resolution protocols.
• Escalations & SLA management - Act as point of escalation for key clients. Design and manage SLAs with internal ops & tech to resolve customer-impacting issues.
• Cross- Functional Enablement - Work with Technology, Product, and Support teams to improve resolution times and partner self-service capabilities.
• Voice of Customer (VoC) program - Institutionalise customer feedback across the organisation to inform product and process improvements.
• Customer Experience Strategy – Develop and implement the CX roadmap for upstream partners, aligned with company growth and retention goals.
  
  

• Leads the development of strategic relationships with key clients and partners to drive long-term value.
• Designs and leads the implementation of service frameworks that enhance satisfaction and loyalty.
• Maps upstream customer journeys and helps define service value propositions.
• Oversees service quality and ensures partner SLAs are met or exceeded.
• Defines metrics for tracking satisfaction, engagement, and resolution performance
• Acts as the strategic voice between customers and internal teams.
  
  

• 8+ years in customer experience or client relationship management, preferably in fintech, payments, or telecoms.
• Proven success managing large channel partners or enterprise clients.
• Experience with NPS, CSAT, or CX tools (e.g., Qualtrics, Medallia).
• Strong understanding of South African retail and financial services
• Relevant degree (Business, CX, or Communications). Postgraduate preferred.
  
  

• Customer-obsessed, empathetic, and solution-oriented.
• Skilled communicator with executive presence.
• Able to influence across multiple teams without formal authority.
• Calm under pressure, with strong escalation handling instincts.
• Agile and data-driven; continuously seeks improvement.

As a Customer Success Manager in IBM you'll apply your strong foundation of technology expertise to hire and cultivate high performing teams made up of diverse, exceptional CSM talent.A true change-agent, you'll hire and continually develop high performing teams who get IBM's products and services adopted, post-sale, to continually meet your customers' business goals.Combining c-suite gravitas with developer-level approachability, you'll lead your teams as they co-create with clients to fully realise the value of their existing IBM products, whilst expanding their adoption of next-gen solutions from across IBM's wider portfolio.Excellent onboarding training will set you up for positive impact and success, whilst ongoing development will continue to advance your career. Our sales environment is fast-paced and supportive. Always connected to a wider team, you'll be surrounded by other leaders and colleagues. People who are always willing to help and be helped as you scale your territory, with and through your team, as they compel clients to continually invest in IBM's people, products, and services.

Your role and responsibilities

Customer Success careers in IBM might be different to what you're used to. In addition to the people skills and business acumen often associated with this position, IBM CSMs are also Architects. People with a deep understanding of technical complexities. They can quickly understand clients' hard-to-understand technology issue and communicate them back in an easy-to-understand way. As such, they require growth-minded, radically candid leaders, who can lead and support them technically, commercially, and behaviourally.As an experienced leader of technical, customer-facing talent, you'll help your teams showcase IBM's solutions. Providing direction for use-case identification, solution architecture design, and MVP builds you'll help your teams guide clients through their existing tech stack compatibilities, and changes needed to realise the full value of expanding and /or renewing their adoption of IBM's solutions.Your primary responsibilities will include:

• Team Leadership and Development: Hire, nurture, and develop a team of exceptional client-facing technical talent.
• Solution Validation: Collaborate with CSMs and clients to validate solutions with MVPs that deliver value, leading to production readiness.
• Establishing Trusted Client Relationships: Create and maintain enduring, trusted relationships at technical levels within clients, including CIOs, CTOs, Developers, Data Scientists and Architects, establishing IBM as an essential partner.

Bachelor's Degree

Required technical and professional expertise

• Proven Leadership and Credibility: Seasoned technical leadership with a proven track record, along with experience in coaching CSM teams to drive the adoption of complex, enterprise-grade technology solutions.
• Expertise in Deal and Situational Coaching: Demonstrable mastery of deal and situational coaching, while fostering a high-performing, growth-minded, and candid culture.
• Practical Skills in Technology Domains: Possess deep, practical, and applied skills in one of the following areas: Cloud, AI, Automation, Integration, and Security (with understanding across a broad selection, including their interconnectivities).

• Diverse Technology Solution Expertise: Experience working with a wide range of technology solutions, including Cloud, AI, Automation and more (training in IBM's products will be provided).
• Sales Experience in Software and Cloud: Proven experience in software and Cloud sales, including software, SaaS, IaaS, PaaS, and more.

IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company’s Global Markets organization is a strategic sales business unit that manages IBM’s global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients’ growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces.

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status. The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with different abilities to apply.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Customer Success Manager

Job ID

51304

City / Township / Village

State / Province

Gauteng

Country

South Africa

Work arrangement

Hybrid

Area of work

Employment type

Regular

Position type

Entry Level

Up to 40% or 2 days a week (home on weekends- based on project requirements)

Company

Shift

General (daytime)

Is this role a commissionable/sales incentive based position?

Direct message the job poster from WatersEdge Solutions

WatersEdge Solutions is seeking an experienced and relationship-driven Head of Service: APAC to lead a high-performing client service function within a globally recognised tax recovery business. This is a leadership opportunity to own client delivery across the APAC region, scale service processes, and drive

Part-Time (20 hrs per week), Remote

At The Global Talent Co., we provide opportunities to work with leading innovative technology companies worldwide, offering stable employment, competitive compensation, career growth, and access to a community of 25k+ like-minded marketing professionals.

About The Company:

Join a Berlin based fast-growing and innovative company redefining the health and wellness industry through cutting-edge solutions. With a strong focus on holistic care, they combine high-quality supplements, expert guidance, and digital therapy programs to support well-being. Backed by a team of industry professionals, they are continuously expanding and evolving to make a lasting impact. This is an exciting opportunity to join a company with immense potential and a mission to improve lives.

About The Role:

Are you passionate about influencer marketing and building authentic relationships? Our client is looking for a part-time Influencer Management Coordinator to connect with creators who share their gut health journeys. This role is ideal for someone who understands the power of influencer partnerships and wants to make a real impact in the health and wellness space.

Responsibilities:

• Identify and research relevant Instagram creators who focus on gut health and align with brand values.

• Outreach and relationship management by engaging with influencers through direct messages, fostering authentic connections.

• Database management to maintain an organized record of influencer outreach and engagement in Excel.

• Follow-ups and engagement to ensure ongoing communication with influencers who receive products, encouraging organic content creation.

• Logistics and coordination to oversee product distribution and ensure timely shipping to influencers.

• Monitor and report on influencer engagement and feedback, providing insights on campaign effectiveness.

Requirements:

• Fluent in German (written and spoken) with strong communication skills.

• Experience in influencer outreach or community management is a plus.

• Strong organizational skills with the ability to manage influencer relationships and maintain accurate records.

• Excellent written communication skills for professional and engaging outreach.

• Familiarity with Instagram trends, influencer dynamics, and digital marketing strategies.

• Self-motivated and capable of working independently , managing outreach strategies effectively.

• Ability to work 4 hrs per day aligned to CET working hours

If you are excited about working with influencers, building meaningful connections, and contributing to a growing health and wellness brand, we encourage you to apply.

At The Global Talent Co. , our mission is to bridge the gap between leading global tech companies and amazing global talent. We believe everyone deserves equal access to opportunities, regardless of the country they are born in.

Location: ZA, GP, Johannesburg, Simmonds Street

Provide expert technical support to executives, ensuring confidentiality and swift resolution of issues. Serve as the primary point of contact for all technology-related matters, delivering solutions to both technical and non-technical users. Specialize in MS Office 365, operating systems, and associated subsystems, while managing issues with a focus on customer satisfaction. Additionally, offer guidance to other End User Support staff, focusing on collaboration to enhance service delivery.

• A Degree in Information Technology

• 5-7 years solid experience in advanced support role within large/medium size organisation. Experience in AD

Senior Service Desk Consultant – 50K Location:North West
Industry:IT
Salary:£4000 - £5000 per annum + Pension, Medical, Gym
Posted:04/09/2024
Description

Senior Service Desk Consultant, Lead Support Desk Analyst, Incident Management, Product Support, ITIL, SLA/KPI, External Customers, Stakeholder management, Software Delivery – North West – 50K

**Lead Service Desk Specialist**

A global technology leader is seeking an experienced Service Desk Professional to pioneer their service desk function. This role offers an exciting opportunity to shape and grow the service operations within a dynamic software company.

**Ideal Candidate Profile:**
– Extensive experience as a Senior Service Desk Consultant or Analyst
– Strong background in Incident Management
– ITIL certification or equivalent experience
– Proven track record in product support and stakeholder management

**Key Responsibilities:**
– Serve as the primary Service Desk specialist, reporting directly to the Service Manager
– Deliver top-tier technical support to external customers
– Ensure seamless service delivery while maintaining hands-on product support involvement
– Oversee daily service desk operations
– Resolve customer issues through in-depth product knowledge and technical troubleshooting
– Foster trusted relationships with clients and key stakeholders
– Uphold ITIL-based service management principles, including configuration, problem, and change management

**Required Skills & Experience:**
– Minimum 5 years in service desk/incident management roles
– Proven experience in product support, collaborating with IT technicians and engineers
– Proficiency in ITIL framework implementation
– Comprehensive knowledge of infrastructure, desktop support, and Microsoft 365 suite
– Background in software delivery or multi-client project services

**Additional Information:**
– Comprehensive product training provided
– Excellent career progression opportunities
– On-site parking available
– Office-based position with some flexibility on start/finish times
– Commutable from Wigan, Warrington, and Liverpool

**To Apply:** Contact us at 0-7-7-9-1-6-1-5-7-0-3 for detailed job specifications and company information.

Ascent People is acting as an employment agency for this position. We welcome applications from candidates of all ages and backgrounds.

This role presents a unique opportunity to significantly impact the service function within a growing global tech company. If you’re ready to take your service desk career to the next level, we want to hear from you.

Recruiter:Jo Bevington Phone:
Email: My Social

Are you a dynamic and enthusiastic individual fluent in Dutch, with a love for creativity and a flair for customer service? We’ve got an exciting opportunity for you! A global lifestyle brand based in Johannesburg is looking for a Dutch speaking Marketing Customer Care Associate to join their vibrant team. If you enjoy blending support with marketing and love working with people, this could be your next great adventure!

Your key job responsibilities as the Dutch speaking Marketing Customer Care Associate in Johannesburg, South Africa will include:

• Provide excellent customer care to Dutch speaking clients across multiple digital platforms
• Assist the marketing team with content translation and localisation
• Respond to social media comments and emails in line with the brand’s tone of voice
• Track customer feedback and help improve service and campaigns
• Support marketing efforts by proofreading content and localising promotions
• Handle queries related to product information, delivery, or campaigns with a creative, solutions-first mindset
• Work closely with international teams to support brand consistency

Requirements for this Dutch speaking Marketing Customer Care Associate job in Johannesburg, South Africa:

• Fluent in Dutch , with excellent written and spoken communication
• Proficient in English to work with a global team
• Previous experience in customer care or marketing is advantageous
• Strong organisational skills with the ability to multitask
• Social media savvy and interested in digital marketing trends
• A passion for delivering standout service

Perks of joining this team:

• Work in an exciting, international company with room to grow
• Friendly, supportive team environment where your ideas matter
• Competitive salary and benefits package
• Opportunities to contribute creatively across departments
• Be part of a brand that truly values language and culture

Sound like your vibe? Send your application to today! This Dutch speaking Marketing Customer Care Associate job in Johannesburg, South Africa won’t be open for long!

If you wish to view additional Dutch language jobs please click through to our job section.

Tagged as: Dutch, Dutch Jobs, Johannesburg, Johannesburg jobs, South

Freelance, Remote - Worldwide

At The Global Talent Co., we provide opportunities to work with leading innovative technology companies worldwide, offering stable employment, competitive compensation, career growth, and access to a community of 25k+ like-minded marketing professionals.

You will work with a fast-growing company transforming the professional beauty industry with innovative, premium gel nail products. Known for their sustainability and cutting-edge design, the brand empowers salon professionals while setting new standards in the beauty market.

Responsibilities:

• Localized Marketing: Adapt English social media posts and ads for German audiences using tools like Canva or Adobe AI.

• Brand Ambassador Management: Oversee existing ambassadors, manage campaign briefings, ensure adherence to marketing standards, and onboard new ambassadors.

• Product Launches: Set up shop systems (Prestashop/Big Commerce), translate product descriptions, localize content, and manage email campaigns (Mailchimp).

• Community Engagement: Handle social media interactions (YouTube, Instagram, Facebook, TikTok) and assist with customer support during peak periods using existing FAQs.

• B2B Partnerships: Maintain relationships with retail stores and cross-selling partners through regular updates and calls.

• Forecasting & Analysis: Support order planning by analyzing past sales data and forecasting future demand using Excel.

Requirements:

• 3–5 years of marketing experience, ideally in the beauty/nails industry and B2B environments.

• Fluent German (C2) and English (C1), with excellent written and verbal communication skills.

• Expertise in Meta Business Manager, Instagram, YouTube, and email marketing platforms like Mailchimp.

• Proficiency in Adobe Illustrator, Photoshop, Microsoft Word, PowerPoint, and Excel.

• Familiarity with Prestashop and Big Commerce is a plus.

• Passion for beauty, fashion, and design, with a proactive, entrepreneurial attitude.

This is your chance to make a meaningful impact in a fast-paced and creative environment. Apply now and join a team that’s shaping the future of beauty!

At The Global Talent Co. , our mission is to bridge the gap between leading global tech companies and amazing global talent. We believe everyone deserves equal access to opportunities, regardless of the country they are born in.