Customer Service Manager

Cape Town, Western Cape 1-grid

Posted 4 days ago

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Job Description

About Us

1-grid.com is a fast-growing web hosting company in Cape Town with an established customer base, acquired by recognised leaders in the internet services industry. We have the vision and resources to work towards becoming a market leader in SA; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top performance. We are looking for an experienced Customer Service Manager to join our 1-grid Team!

This role will be based in our Cape Town office and will report to the Head of Customer Experience.

Role Purpose:

You will be responsible for leading and optimising the support team’s daily operations to deliver exceptional customer service, drive performance, and support 1-grid's broader customer experience strategy.

Key Responsibilities:

1. Team Leadership & Performance Management

  • Lead, coach and support the day-to-day activities of the support team.
  • Be a model of the culture. Drive accountability, productivity and morale.
  • Monitor individual and team KPIs (e.g., response times, resolution rates, CSAT), and hold the team accountable.
  • Conduct regular performance reviews, calibration sessions, and performance improvement planning.

2. Operational Oversight

  • Manage team scheduling, shifts, and availability to ensure optimal coverage.
  • Monitor real-time queues and adjust resources proactively to meet service level targets.
  • Escalate systemic issues that impact productivity or customer experience.

3. Customer Experience & Quality Assurance

  • Be a visible escalation point for urgent or sensitive customer issues.
  • Ensure consistent delivery of a high-quality support experience across all channels.
  • Monitor customer interactions and deliver feedback and coaching.
  • Support the Head of CX with customer journey pain point tracking and resolution.
  • Champion initiatives set out by the HoD that improve customer effort, satisfaction, and resolution quality.

4. Recruitment, Training & Development

  • Support hiring of consultants in collaboration with HR and HoD.
  • Foster a mentorship culture to build internal capability and career paths.
  • Onboard new hires effectively with structured training and mentorship.
  • Identify skill gaps and arrange for continuous development opportunities.

5. Cross-Operational Collaboration

  • Work closely with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues.
  • Surface customer pain points and friction areas that require systemic fixes to the HoD and teams.
  • Ensure support team feedback is fed into product and operational decisions through collaboration with the HoD.
  • Support cross-functional improvement projects driven by the Head of CX.
  • Support initiatives from marketing, compliance and systems.

6. Reporting & Insights

  • Monitor and report on daily, weekly, and monthly metrics. Deliver regular, effective, reports on performance, metrics, trends and insights to the Head of CX.
  • Identify trends, blockers, and customer themes through tickets, conversations, and analytics.
  • Present insights to leadership to inform strategic decisions.
  • Act on NPS, CSAT and other VoC feedback relevant to support.

7. Process & Policy Management

  • Ensure team adherence to SOPs, escalation processes, and SLAs.
  • Maintain and improve support SOPs, workflows and processes.
  • Continuously improve support processes to drive efficiency and reduce errors. Recommend and support the implementation of automation or tooling improvements.

Skills & Competencies:

  • Experience in web hosting or a technical support environment
  • Proactive, self-starter
  • Strong work-ethic with a can-do attitude
  • Exceptional multi-tasking skills
  • Strong leadership and people management skills
  • Deep understanding of support operations and KPIs
  • Analytical mindset with comfort in data interpretation
  • Customer-centric mindset with a passion for service excellence
  • Effective communicator across levels and teams
  • Familiarity with customer support tools (e.g., Freshdesk/Freshchat, reporting dashboards)
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Customer Service Manager

Cape Town, Western Cape ABC Worldwide

Posted 12 days ago

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Job Description

Position Overview

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
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.

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Customer Service Manager

Cape Town, Western Cape Gap Consulting

Posted 1 day ago

Job Viewed

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Job Description

Minimum Requirements
  • Must have 3 to 5 years experience as a Customer Service Manager at an Accredited Auto Body Repair Centre
  • A Qualification as an Autobody Repairer | Spraypainter will be beneficial
  • Must have experience on Dr Smash | Audatex | TMS | Vantage
  • Strong working knowledge of Auto Body Workshop and Customer Service Management disciplines essential
  • Contactable references
Salary Structure
  • Basic Salary of R 25 000 based on experience
  • Benefits
(Only suitable candidates will be shortlisted and contacted within 14 days)
This advertiser has chosen not to accept applicants from your region.

Customer Service Manager

Cape Town, Western Cape ABC Worldwide

Posted 20 days ago

Job Viewed

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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

  1. 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.
  1. 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.
  1. 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.
  1. 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.
  1. 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.
This advertiser has chosen not to accept applicants from your region.

Customer Service Manager Work From Home

Milnerton, Western Cape Galaxy Outsourcing Limited

Posted 20 days ago

Job Viewed

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Job Description

Customer Experience (CX) Team Lead

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.

Duties & Responsibilities

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.
Desired Experience & Qualification

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.
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This advertiser has chosen not to accept applicants from your region.

Customer Service Manager Work From Home

Cape Town, Western Cape Galaxy Outsourcing Limited

Posted 20 days ago

Job Viewed

Tap Again To Close

Job Description

Customer Experience (CX) Team Lead

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.

Duties & Responsibilities

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.
Desired Experience & Qualification

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.
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This advertiser has chosen not to accept applicants from your region.

Customer Service Manager Work From Home

Bellville, Western Cape Galaxy Outsourcing Limited

Posted 20 days ago

Job Viewed

Tap Again To Close

Job Description

Customer Experience (CX) Team Lead

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.

Duties & Responsibilities

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.
Desired Experience & Qualification

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.
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Customer Service Manager - UK Company. (Work From Home)

Bellville, Western Cape Galaxy Outsourcing Limited

Posted 20 days ago

Job Viewed

Tap Again To Close

Job Description

Customer Experience (CX) Team Lead

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.

Duties & Responsibilities

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.
Desired Experience & Qualification

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.
#J-18808-Ljbffr
This advertiser has chosen not to accept applicants from your region.

Customer Service Manager - UK Company. (Work From Home)

Milnerton, Western Cape Galaxy Outsourcing Limited

Posted 20 days ago

Job Viewed

Tap Again To Close

Job Description

Customer Experience (CX) Team Lead

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.

Duties & Responsibilities

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.
Desired Experience & Qualification

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.
#J-18808-Ljbffr
This advertiser has chosen not to accept applicants from your region.

Customer Service Manager - UK Company. (Work From Home)

Cape Town, Western Cape Galaxy Outsourcing Limited

Posted 20 days ago

Job Viewed

Tap Again To Close

Job Description

Customer Experience (CX) Team Lead

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.

Duties & Responsibilities

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.
Desired Experience & Qualification

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.
#J-18808-Ljbffr
This advertiser has chosen not to accept applicants from your region.
 

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