178 Customer Service Manager jobs in South Africa

To lead and manage the Customer Services Team in Port Elizabeth. This role is responsible for overseeing for the department’s operations, implement strategies to improve service, and help retain customers through efficient problem-solving, as well as maintaining high standards in all aspects of customer service.

To provide support to Directors, Area Managers, and Sales Teams, and driving a culture of continuous improvement.

The Customer Services Manager will also oversee ongoing training and development on key systems including and mostly importantly SAP, along with Online B2B, and actively promote engagement through Viva Engage.

Duties and Responsibilities:

• Supervise and motivate Customer Service team, ensuring they are well-trained and equipped to handle customer inquiries and
• Ensure all Customer Services policies and procedures are regularly reviewed, updated, and strictly adhered
• Oversee the execution of daily, weekly, and monthly operational tasks within the Customer Services
• Review weekly team performance statistics and assess productivity in collaboration with the Team
• Conduct weekly reviews of credit note statistics and implement corrective actions where
• Manage the Ordering Ticketing System (OTRS), ensuring timely and effective issue resolution.
• Handle escalated customer queries, providing high-level support and maintaining service
• Oversee and support Indent and Export Coordinators, ensuring accuracy and compliance in related
• Manage the outbound sampling process through the relevant coordinator, ensuring timely dispatch and
• Process all customer credits and returns in line with company policies and timelines.
• Communicate proactively with customers regarding delayed shipments and manage expectations
• Contribute to the development of customer service strategies, ensuring they align with overall business
• Analyze customer feedback, identify areas for improvement, and implement new strategies to enhance customer service

Experience & Qualification:

• Matric + relevant tertiary qualification
• 3+ years management experience
• Call center experience
• Computer Literate on MS Office, Excel
• Customer facing experience
• SAP S4 HANA
• Customer-Centric Mindset: Demonstrates a high level of customer service ethic with a commitment to delivering exceptional service across all interactions.
• Alignment with Company Values: Displays a strong understanding of and alignment with the company’s goals, values, and culture.
• Interpersonal Skills: Builds and maintains effective relationships with internal and external stakeholders through respectful and professional engagement.
• Communication Skills: Exhibits exceptional verbal and written communication abilities, with a strong emphasis on accuracy and attention to detail.
• Time Management & Results Orientation: Manages time effectively, prioritizing tasks to meet deadlines while remaining detail-oriented and focused on outcomes.
• Team Leadership: Acts as a team player who can inspire, support, and lead others towards shared goals.
• Leadership Capabilities: Leads by example with confidence, professionalism, and a proactive approach to challenges and change.

JOB PURPOSE

To lead and manage the Customer Services Team in Port Elizabeth. This role is responsible for overseeing for the department's operations, implement strategies to improve service,

and help retain customers through efficient problem-solving, as well as maintaining high standards in all aspects of customer service. To provide support to Directors, Area Managers, and Sales Teams, and driving a culture of continuous improvement. The

Customer Services Manager will also oversee ongoing training and development on key systems including and mostly importantly SAP, along with Online B2B, and actively promote engagement through Viva Engage.

RESPONSIBILITIES

• Supervise and motivate Customer Service team, ensuring they are well-trained and equipped to handle customer inquiries and
• Ensure all Customer Services policies and procedures are regularly reviewed, updated, and strictly adhered
• Oversee the execution of daily, weekly, and monthly operational tasks within the Customer Services team.
• Review weekly team performance statistics and assess productivity in collaboration with the Team
• Conduct weekly reviews of credit note statistics and implement corrective actions where
• Manage the Ordering Ticketing System (OTRS), ensuring timely and effective issue
• Handle escalated customer queries, providing high-level support and maintaining service
• Oversee and support Indent and Export Coordinators, ensuring accuracy and compliance in related processes.

Manage the outbound sampling process through the relevant coordinator, ensuring timely dispatch and tracking.

• Process all customer credits and returns in line with company policies and timelines.
• Communicate proactively with customers regarding delayed shipments and manage expectations
• Contribute to the development of customer service strategies, ensuring they align with overall business goals.
• Analyse customer feedback, identify areas for improvement, and implement new strategies to enhance customer service
  
  Experience s Qualification
  • Customer-Centric Mindset: Demonstrates a high level of customer service ethic with a commitment to delivering exceptional service across all
  • Alignment with Company Values: Displays a strong understanding of and alignment with the company’s goals, values, and
  • Interpersonal Skills: Builds and maintains effective relationships with internal and external stakeholders through respectful and professional
  • Communication Skills: Exhibits exceptional verbal and written communication abilities, with a strong emphasis on accuracy and attention to
  • Time Management s Results Orientation: Manages time effectively, prioritising tasks to meet deadlines while remaining detail-oriented and focused on
  • Team Leadership: Acts as a team player who can inspire, support, and lead others towards shared goals.
  • Leadership Capabilities: Leads by example with confidence, professionalism, and a proactive approach to challenges and
  • Matric + relevant tertiary qualification
  • 3+ years management experience
  • Call centre experience
  • Computer Literate on MS Office, Excel
  • Customer facing experience
  • SAP S4 HANA

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 

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

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:

Requirements for this Customer Service Manager  job  in Johannesburg :

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.

Our client, a plant equipment manufacturer in Honeydew, is looking to employ a CS Sales Manager.

• 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.

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.

• 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.

• 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.

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.

• 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.

• 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.

Since 1973, Vida Shoes International, Inc. has been committed to becoming a global leader in the footwear industry. We are dedicated to designing, producing, and marketing quality branded footwear using our expansive international resources. Our wealth of knowledge stems from the diversity of brands and successful products we have produced year after year.

Job Title: Customer Service Manager

Summary:

The Customer Service Manager is responsible for hiring and managing the customer service team, including supervisors and representatives, while ensuring high-quality customer interactions and team performance. This role involves scheduling, resolving escalations, providing training, and handling service issues beyond agent capability. The CSM will also oversee team operations, implement service policies, and address customer concerns in alignment with company objectives.

Key Responsibilities (including but not limited to):

- Oversee daily customer service operations to ensure a seamless and positive customer experience.

- Optimize customer service systems and processes in collaboration with cross-functional teams, ensuring efficient platform functionality and proactively resolving service disruptions.

- Collaborate with the Senior Manager of Operations & Customer Service to implement policies and procedures that enhance service efficiency and align with company goals.

- Manage escalations and resolve complex customer issues while mediating team conflicts as necessary to maintain a productive work environment.

- Lead and develop the customer service team through training, coaching, and ongoing professional development in best practices and service excellence.

- Monitor and analyze team performance using Gorgias metrics (such as response time, resolution rates, and CSAT scores) and company quality assurance processes, providing regular reports with insights and recommendations for continuous improvement.

- Maintain organized records of customer interactions and service data to drive operational improvements.

- Ensure a professional and efficient workspace and workflow.

Qualifications:

- Strong customer service expertise with a focus on assessing customer needs and providing effective solutions.

- Ability to analyze data and sales statistics, translating insights into improved service strategies.

- Excellent verbal and written communication skills in English (speaking, reading, writing); proficiency in phone communication and operating phone systems.

- Relevant skills: leadership, conflict resolution, problem-solving

- Education: High school diploma or equivalent required; bachelor’s degree in business administration or a related field preferred.

Experience :
- 3+ years in customer service (e-commerce experience preferred).
- 5+ years in a managerial and/or supervisory role.

- Proficiency in Microsoft Word, Excel, PowerPoint, and experience using Shopify, Shopify+, and Gorgias.

- Reliable internet connection and a personal computer.

- Ability to work Eastern Standard Time (EST) schedule.

Job Details:

- Salary: $1,000–$1,500 per month.

- Growth Potential: Opportunities for advancement.

- Work Location: Remote.

- Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM EST.

As the Customer Experience (CX) Team Lead within our outsourcing team, you will play a crucial role in defining and enhancing the support experience for our clients. This position is designed for a results-driven leader passionate about driving excellence and implementing innovative customer service strategies.

Key Responsibilities:

• Leadership and Development: Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance. Implement a coaching culture that supports professional growth and development.
• Operational Excellence: Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs). Identify and mitigate operational risks.
• Training and Empowerment: Develop comprehensive training programs to advance team skills and knowledge. Encourage empowerment and decision-making within the team.
• Culture and Morale: Build a positive team environment that champions company values, encourages collaboration, and supports individual well-being.
• Performance Management: Promote a culture of excellence through regular performance reviews, feedback, and recognition. Drive initiatives that enhance productivity and customer satisfaction.
• Customer Escalations: Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions.
• Innovation and Improvement: Stay informed about industry trends to drive innovation within the team. Lead projects aimed at improving processes and enhancing the customer experience.
• Data Analysis: Utilize customer data to identify trends, inform strategy, and improve service delivery.

Requirements:

• Animal Lover: Must love animals.
• Proven Leadership: Demonstrated ability to lead and develop high-performing teams. Experience in fostering a coaching culture and driving operational excellence.
• Strong Interpersonal Skills: Ability to inspire, motivate, and communicate effectively with team members at all levels.
• Problem-Solving: Exceptional problem-solving skills with the ability to navigate a fast-paced environment.
• Collaboration: Strong collaborative skills, able to work effectively with cross-functional teams to achieve business goals.
• Adaptability: Openness to embrace new challenges and a commitment to continuous learning and improvement.
• Customer-Centric: A strong commitment to delivering outstanding customer service.