430 Customer Service Manager jobs in South Africa
Customer Service Manager
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Overview
Job title: Customer Service Manager
Who we’re looking for- We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Osiris, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
- Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.
- We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
- This will help us excel at delivering the best customer experience to stay ahead of the game.
As part of your role, your responsibilities will include :
- Manage all aspects of the recruitment, selection and onboarding of new staff
- Ensure your region is sufficiently staffed according to inbound volume trends, Fixture Indexes, events and headcount forecasts
- Consistently review inbound volume, headcount forecasts and player base growth in order to remain sufficiently staffed at all times
- Proactively compile and present a business case for additional headcount where additional headcount is required based on growth
- Ensure additional staffing is secured where demand increases in order to retain the necessary handling rates and service levels
- Ensure that all P1, P2 and P3 events are effectively handled and debriefed during shift
- Ensure all P1, P2 and P3 events are reviewed, documented and all stakeholders involved and responsible for the events are engaged and collaborated with to mitigate the risk of similar events from occurring in the future
- Actively monitoring all staff's performance and decisively manage performance in line with the PEP process where performance standards are not met
- Ensure Coaches are continuously developed and performing at a high standard
- Manage all disciplinary processes in line with the Code of Conduct when and where required
- Ensure that all staff have a Personal Development Plan in place and that these are actively attended to, managed and reviewed regularly
- Ensure you have active staff development processes and campaigns in place that supports all staff's personal development plans and proactively managing succession planning within the Contact Centre
- Initiation and management of staff reward and recognition campaigns, both formal long-term campaigns as well as short-term ad hoc campaigns where needed
- Ensure regular staff engagement sessions are held that also includes 1 on 1 meetings with staff members
- Based on your regular staff engagement understand what's making the Contact Centre less desirable and ensure measures are put in place to address such detractors. At the same time understand what can be regarded as promoters and ensure more consistent campaigns cements this to make the Contact Centre the best environment to work in and that drives overall motivation and happiness amongst staff
- Continuously working on achieving the set annual Contact Centre goals for your region / s
- Equip your Coaches with all the relevant tools, skills and information that will produce engaging and meaningful pre-shift engagements
- Ensure a 95% handling rate is achieved during all shifts
- Ensure that service levels are achieved as per the set Contact Centre goals
- Consistently work on reducing the average queue times to deliver fast and efficient customer service
- Review all customer journey elements and ensure all CX elements are continuously streamlined and improved on in order to deliver an extraordinary customer experience
- Constantly review the effectiveness of your Coaches and implement new strategies to further streamline shift operations and the performance of all Contact Centre staff
- Analyse CSAT, FCR and NPS data to fully understand customer's sentiment on our product, service and processes
- Ensure other avenues of data gathering are tapped into to gather a 360 degree view of all pain points. These avenues could be the Contact Centre and other operational teams, feedback derived from Service Recovery events etc.
- Ensure all pain points are documented and all stakeholders are engaged and collaborated with, in an effort to eradicate the pain points
- Serve in a project management capacity to ensure VOC pain points and new initiatives are delivered upon as efficiently and effectively as possible
- Prepare monthly VOC Steerco updates on progress made
- Ensure sufficient reporting and project tracking is in place to monitor success and impact of the changes implemented
- Ensure that the Contact Centre environment has sufficient real-time monitoring dashboards and alerts in place to drive optimum efficiency
- Compile relevant and informative monthly Contact Centre performance reports
- Critically analyse the performance the Contact Centre and ensure relevant performance conversations are held with relevant teams where applicable
- Ensure customer experience trends (eg. CSAT, NPS etc.) are consistently analysed, root causes identified and plans are put in place to mitigate poor CX trends
- Identify opportunities for reporting automation, alert automation etc.
- This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
The necessary skills that we require for this role include :
- Minimum of 4 years’ experience in a Customer Service / Contact Centre role
- Minimum of 4 years of management experience within a Contact Centre environment
- Diploma / Degree is essential
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
- Exceptional attention to detail, ensuring high standards of quality in all outputs
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
It would be great if you also have some of the following skills :
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
- Experience in developing and executing customer retention strategies
- Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
- Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions
Deadline : 21st August,2025
- Customer Service jobs
Customer Service Manager
Posted 1 day ago
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For our Middle East and Africa office, we are currently seeking to recruit a Customer Services Manager for the Commercial Aviation Customer Relationship Management team, to act as the primary interface for the Airlines and Embraer Services & Support, to drumbeat all Business Unit activities whilst ensuring a single voice per customer to ensure customer satisfaction.
Responsibilities- Ensures the support for the region is appropriately prioritized and adequate to each customer and the goal is to forge processes, strategies and relationships that will influence on the correct deployment of Embraer’s resources and result in the highest level of service and customer satisfaction.
- Oversees day-to-day support activities, including preparation for entry into service of new customers / aircraft models, and coordinate actions with field support, other Embraer departments and local service providers including Embraer authorized aircraft maintenance service centers.
- Develops trustworthy and ethical relationships with customers and service providers, by creating a level of support with focus on high management level, aircraft owners and close representatives.
- Is responsible to drive, define and implement the Customer Services & Support strategies in the region.
- Maintains active communication with Regional Aircraft Sales Directors in the region and assists in sales campaigns as required.
- Reports customer trends and captures market trends and other relevant information about the region.
- Actively participate in regional customer conferences and exhibitions.
- Able to address issues of mutual interest with Embraer’s approved risk sharing partners and Vendors/Suppliers.
- Engineering or Business management degree or equivalent.
- Has knowledge of aviation and preferably knowledge of Embraer products and their components, has a balance between technical and commercial subjects, is able to use technical publications and documents.
- Superior communication and presentation skills and ability to successfully liaise at all levels of the organization as well as with external parties.
- Able to work in a dynamic, deadline driven environment with many complexities.
- Flexible, sense of urgency and customer focused are key character attributes to be successful in this role;
- Process oriented and driven to the continuous improvement of activities.
- Analytical and detail oriented, keeping up with legislative changes affecting the assigned client portfolio.
- Able to coordinate complex projects with global stakeholders.
- Identify, evaluate, mitigate and manage risk and relevant stakeholder expectations.
- Available to travel at short notice and to conduct international missions.
- Fluent English, both written and spoken, is a must. Other languages would be of advantage.
- Mid-Senior level
- Full-time
- Customer Service and Business Development
- Aviation and Aerospace Component Manufacturing and Airlines and Aviation
Customer Service Manager
Posted 21 days ago
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Job Description
Job Title: Customer Service Manager
Location: Cape Town (Head Office) – with travel to Johannesburg as required
Reports to: General Manager of Operations
Position Overview
Stingray is seeking a highly experienced Customer Service Manager to lead our national customer service operations. This role oversees a high-volume, multi-channel service environment, managing both Cape Town and Johannesburg teams, ensuring exceptional service delivery to direct customers and retail partners. The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.
Key Responsibilities
- Operational Leadership
- Oversee daily operations of the Cape Town main hub and Johannesburg team .
- Manage a call centre-style customer service team handling inbound calls from direct customers and retailers, as well as a high-volume administrative email inbox.
- Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
- Manage the Returns Clerk and oversee receiving processes for goods returned.
- Performance Management & Reporting
- Set clear performance targets and KPIs for all team members.
- Analyse service data, create regular reports, and present actionable insights to senior management.
- Monitor call and email handling efficiency, turnaround times, and service quality.
- Process Improvement & Efficiency
- Identify operational bottlenecks and implement new processes to enhance efficiency.
- Ensure seamless coordination between customer service, technical, and returns functions.
- Introduce tools and systems that improve workflow and customer experience.
- Stakeholder & Cross-Functional Engagement
- Collaborate with internal departments to resolve escalated issues promptly.
- Maintain strong relationships with retail partners and other key stakeholders.
- Participate in strategic discussions to align customer service operations with company objectives.
- Team Development
- Recruit, train, and mentor team members to ensure high performance and engagement.
- Foster a culture of accountability, service excellence, and continuous improvement.
Required Skills & Experience
- Minimum 5 years’ experience in a senior customer service management role, preferably in a high-volume environment.
- Proven track record of managing call centre teams and technical service staff.
- Strong analytical skills with experience in data reporting and performance tracking .
- Demonstrated ability to implement and manage process improvements .
- Excellent leadership, coaching, and conflict resolution skills.
- Strong administrative and organisational abilities.
- Willingness and ability to travel to Johannesburg when required.
Key Competencies
- Leadership & People Management – Able to inspire, motivate, and drive results.
- Operational Excellence – Skilled in streamlining processes and managing complex workflows.
- Customer Focus – Committed to delivering a superior customer experience.
- Problem-Solving – Quick to identify issues and implement effective solutions.
- Resilience – Capable of handling high-pressure situations with professionalism.
Working Conditions
- Based at the Cape Town Head Office.
- Occasional travel to Johannesburg is required.
- Full-time position, with flexibility to manage operational demands.
Customer service manager
Posted today
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Customer Service Manager
Posted 27 days ago
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Job Description
Key performance area:
1. Manage and plan the day to day activities of all CSA and reception staff
Perform the intermediary role between CSA’s and as link between workshop, estimators, buyers and external providers.
Ensure that escalated client queries are resolved within 48 hours.
Ensure that the following customers are contacted timeously by CSA allocated:
• Daily converted list
• Work in progress list
• Rework clients
• Parts on back order
• Clients whose vehicles are ready for collection
Ensure that the paperwork for collection of vehicles is completed and submitted daily.
Ensure that daily feedback is given to Branch Management regarding the customer care report, highlighting areas of concern.
2 Performance Management of CSA’s and receptionist
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Critical experience:
- 2 years + in a call centre, and/or customer care environment
- +3 years at Supervisory level
- 5 years experience in total
- Customer service & management experience. Ideally in motor or insurance Industry
- Matric
- Microsoft
Customer Service Manager
Posted 359 days ago
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Job Description
The company is seeking an experienced and dynamic Customer Service Manager to lead and inspire their customer service team in Johannesburg. The ideal candidate will be passionate about delivering exceptional customer experiences, possess a deep understanding of the iGaming industry, and have a proven track record of managing and developing high-performing teams.
Your key job responsibilities as the Customer Service Manager in Johannesburg will include:
Lead, motivate, and manage the customer service team to ensure high levels of performance and customer satisfaction.Oversee the resolution of customer inquiries, complaints, and issues in a timely and effective manner across multiple channels (email, chat, phone).Develop and implement training programs to enhance the skills and knowledge of the customer service team.Monitor and evaluate team performance, providing regular feedback, coaching, and performance reviews.Identify areas for improvement in customer service processes and implement strategies to enhance efficiency and customer satisfaction.Work closely with other departments (e.g., Marketing, Product, IT) to ensure a seamless customer experience and address any service-related issues.Prepare and present regular reports on customer service performance metrics, trends, and insights to senior management.Ensure compliance with industry regulations and company policies, maintaining the highest standards of integrity and professionalism.Manage and resolve any escalated customer issues or crises, ensuring minimal impact on the customer experience and company reputation.RequirementsRequirements for this Customer Service Manager job in Johannesburg :
Minimum of 5 years of experience in a customer service management role, preferably within the iGaming industry.Must have experience working in MGA or UKGC markets.Bachelor’s degree in Business, Management, or a related field.Strong leadership and team management skills.Excellent communication and interpersonal skills.Ability to handle high-pressure situations and make decisions quickly.Proficiency in customer service software and CRM systems.Analytical skills to interpret data and make informed decisions.Customer-focused with a passion for delivering exceptional service.Strong problem-solving abilities.Highly organized with strong attention to detail.Flexible and adaptable to changing business needs.Candidates who are results-driven leaders with a passion for customer service and a deep understanding of the iGaming industry are encouraged to apply. Please submit a resume for this role.
Customer Service Manager Honeydew
Posted today
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Our client, a plant equipment manufacturer in Honeydew, is looking to employ a CS Sales Manager.
Duties & Responsibilities- Customer understanding: Identifies and understand customer needs.
- Segment specific development of customers. Observe market trend in own cluster (e.g. competitive landscape, customer landscape).
- Relationship management: Together with the team, the CS sales manager manages customer relationships with the main focus on CS topics.
- Responsible for sales in the non-food business in chain conveyor and components.
- Sales and Quotation support: Responsible for initiating the quotation process for CS offering.
- Generates sales leads for equipment/plant business.
- Support the ASM in the specific business.
- CRM: Utilization and responsibility for dedicated data set.
- Develop CS Business in the BU related in order to reach the budget.
- Minimum 5 years of sound professional experience.
- External: Former plant, maintenance, operations manager.
- Basic Mechanical / Industrial engineering education.
- Fundamentals of business administration and marketing.
- Tools: MS Office + Internal software: Intranet (B-World, SAP Quotation, CRM, etc.).
- Business Knowledge: Knowledge of major value drivers of customer P&L, and ability to explain the impact of the company's services (ROI).
- Technical knowledge to understand customer needs: Sufficient technical background (depends on market) to understand client processes, not only machines but overall transformation process and operations processes.
- Knowledge of sales and service in process engineering operations.
- Knowledge of mining / energy sector.
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Branch Customer Service Manager
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Hire Resolve's client is seeking a motivated and experienced Branch Customer Service Manager to join their team at their Gauteng branch in the furniture industry. The successful candidate will be responsible for managing the customer service operations for their branch, ensuring a high level of customer satisfaction and efficient communication with clients.
Responsibilities:
- Manage a team of customer service representatives to deliver exceptional service to clients.
- Develop and implement customer service policies and procedures to streamline operations and improve customer satisfaction.
- Resolve customer complaints and inquiries in a timely and professional manner.
- Monitor customer feedback and implement improvements to enhance the overall customer experience.
- Collaborate with internal departments, such as sales and production, to ensure seamless communication and coordination of services.
- Provide training and mentorship to customer service staff to enhance their skills and performance.
- Prepare and analyze reports on customer service metrics to track performance and identify areas for improvement.
- Stay up-to-date on industry trends and best practices to continuously enhance customer service operations.
Requirements:
- Bachelor's degree in Business Administration, Sales, or a relevant field.
- 6+ years of experience in a customer service management role, preferably in the furniture industry.
- 6+ years of experience in Retail Management Systems.
- Excellent communication and interpersonal skills to effectively interact with clients and team members.
- Previous working experience within a stressful, fast-paced environment.
- Strong problem-solving abilities to address customer issues and find effective solutions.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Proficiency in Microsoft Office applications and customer service software.
- Knowledge of relevant industry regulations and standards.
- Leadership experience to motivate and guide a team of customer service representatives.
Contact Hire Resolve for your next career-changing move. Our client is offering a highly competitive salary for this role based on experience. Apply for this role today, contact Ashley Feldtmann at Hire Resolve or on LinkedIn.
You can also visit the Hire Resolve website: hireresolve.us or email us your CV:
We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.
#J-18808-LjbffrCustomer Service Manager Johannesburg
Posted today
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Job Description
Hire Resolve's client is seeking a motivated and experienced Branch Customer Service Manager to join their team at their Gauteng branch in the furniture industry. The successful candidate will be responsible for managing the customer service operations for their branch, ensuring a high level of customer satisfaction and efficient communication with clients.
Responsibilities:
- Manage a team of customer service representatives to deliver exceptional service to clients.
- Develop and implement customer service policies and procedures to streamline operations and improve customer satisfaction.
- Resolve customer complaints and inquiries in a timely and professional manner.
- Monitor customer feedback and implement improvements to enhance the overall customer experience.
- Collaborate with internal departments, such as sales and production, to ensure seamless communication and coordination of services.
- Provide training and mentorship to customer service staff to enhance their skills and performance.
- Prepare and analyze reports on customer service metrics to track performance and identify areas for improvement.
- Stay up-to-date on industry trends and best practices to continuously enhance customer service operations.
Requirements:
- Bachelor's degree in Business Administration, Sales, or a relevant field.
- 6+ years of experience in a customer service management role, preferably in the furniture industry.
- 6+ years of experience in Retail Management Systems.
- Excellent communication and interpersonal skills to effectively interact with clients and team members.
- Previous working experience within a stressful, fast-paced environment.
- Strong problem-solving abilities to address customer issues and find effective solutions.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Proficiency in Microsoft Office applications and customer service software.
- Knowledge of relevant industry regulations and standards.
- Leadership experience to motivate and guide a team of customer service representatives.
Contact Hire Resolve for your next career-changing move. Our client is offering a highly competitive salary for this role based on experience. Apply for this role today, contact Ashley Feldtmann at Hire Resolve or on LinkedIn.
You can also visit the Hire Resolve website: hireresolve.us or email us your CV:
We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.
#J-18808-LjbffrBranch customer service manager
Posted today
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