81 Customer Service Manager jobs in Cape Town

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.

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.

• 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.

• 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.

• Based at the Cape Town Head Office.
• Occasional travel to Johannesburg is required.
• Full-time position, with flexibility to manage operational demands.

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.

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.

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.

Cape Town, Western Cape, South Africa

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

• Manage, coordinate and track the Customer Service team activities in order to achieve agreed plans, targets and objectives


• Scheduling resources to meet customer service delivery requirements and service level agreements and actively manage adherence to schedule


• Address breaches of policy and process with team member to ensure it gets resolved and to eliminate ongoing impact


• Analyses MI, process effectiveness in order to make recommendations and drive process improvements


• Resolve escalated complaints, issues and problems, which may include further escalation as required, to achieve the best possible outcome for the customer in line with policy and processes


• Monitor the effectiveness of governance, quality, risk and compliance standards to ensure activities and decisions are aligned to risk, legal and regulatory requirements inclusive of regular control self-assessments


• Motivate customer service team members to perform at their best by living the values and promoting a results focused and harmonious working environment


• Monitor, coach and develop customer service team members to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience


• Active performance management of operational teams


• Builds relationships with key stakeholders in order to effectively resolve cross functional issues, share best practice and identify and implement efficiency to meet company goals

• Matric/Grade 12

• Experience working in a high performance, fast-paced contact centre/call centre environment


• Proven experience of customer service in the financial services industry contact centre/call centre environment


• Experience in managing staff in a contact centre/call centre environment


• Experience of working in a regulated environment


• Knowledge of ZA systems, policies and procedures will be an added advantage

• High degree of patience and assertiveness with excellent rapport-building skills


• Positively contribute and lead in team activities


• Takes pride in work, checking own for quality i.e. Lead by example


• Maintains effective time management


• Have a positive attitude and the ability to influence and motivate others


• Effective emotional intelligence (EQ)


• Team player


• Flexible


• Self-Motivated

• Entry level

• Full-time

• Customer Service

• Outsourcing/Offshoring

Overview

The Advocate represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support tasks. Typically works on routine and patterned assignments. The Advocate understands and addresses customer needs which may include complex benefit questions, resolving issues, and educating Members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support tasks and handles routine and patterned assignments. The Advocate understands and addresses customer needs which may include complex benefit questions, resolving issues, and educating Members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

• Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification and resolution of issues to promote positive outcomes for members and providers
• Strong empathy skills to build rapport with the customers and impact customer satisfaction
• Computer literacy in order to navigate through multiple internal/external computer systems
• Ability to effectively participate in a multi-disciplinary team including internal participants
• Effective communication, verbal and organization skills
• Typing Speed: 25 wpm / 90% accuracy
• Strong attention to detail and complex problem solving skills
• Healthcare experience preferred but not required
• Familiarity with basic medical terminology and concepts used in US health insurance
• Effective communication, empathy and motivational skills
• Requires good oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
• Clear written and verbal communication with CEF Level B2

• High school diploma or equivalent
• Minimum Matric / Grade 12

• 9 months of international BPO experience.
• Knowledge on US health insurance or similar industry is desired
• Customer service background

Our Cape Town branch based in Airport City is looking for a Customer Service Consultant.

Job specifications:

1. Minimum of 2-5 years’ experience
2. Prior experience in logistics or transportation may be preferred or required
3. Able to communicate in a professional manner telephonically and have proper email etiquette.
4. Active listening while remaining calm.
5. Must be a team player.
6. Must be able to work in a high-pressure environment.
7. Computer literate (Proficient in Microsoft Office)
8. Proficiency in English.
9. Have own transport.
10. Grade 12 certificate.
11. Excellent organization, analytical, and communication skills

Customer Service consultant within the petroleum industry responsible for inbound customer care and client resolution. You will be required to build and maintain customer relationships through the facilitation of order fulfilment and query resolution via non face-to-face communication channels.

The successful applicant will be responsible for but not limited to the following job functions:

• Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved.
• Servicing our members in a customer-centric way to ensure that we live by our service principles.
• Investigating, facilitating and resolving non-conformance customer issues and providing an advisory service to customers with regards to delays in the supply chain.
• Maintaining the customer relationship database and logging call details as per procedure in order to address queries.
• Achieving and exceeding key performance metrics relating to service delivery.

Working hours: The contact center operates on a 24/7 basis and shifts are rotational.

This is predominantly an office-based position in the CBD, Cape Town; however, we may offer a hybrid working solution. This position requires a candidate residing in Cape Town, fully Covid-19 vaccinated as per Policy, a high caliber track record of customer service, and availability for the assessments and interview process.

Competencies and Skills required:

• Delivering results and meeting customer expectations.
• Presenting and communicating information.
• Excellent verbal and written communication skills.
• Analyzing, writing, and reporting.
• Deciding and initiating action.
• Working with people.
• Following instructions and procedures.
• Time management.

Education and experience required:

• Preferred: Minimum of 6 months working experience in a contact center environment in Customer Service or Sales.
• Matric (Compulsory).
• The Business Writing Skill (Advantageous).
• Clear Credit & Criminal Record.
• Must be a South African Citizen.
• Available immediately / 2 weeks notice.
• Fiber at home compulsory to accommodate potentially working from home when required.

Salary: R 9500 PER MONTH

Business Process Outsourcing (BPO), Computer Consulting, Customer Services