118 Customer Service Manager jobs in Johannesburg

Join to apply for the Junior Customer Service Manager role at BitCo Telecoms

Join to apply for the Junior Customer Service Manager role at BitCo Telecoms

Get AI-powered advice on this job and more exclusive features.

Junior Customer Service Manager – Job Description

Department: Customer Service

Reporting To: Head of Service Management

Location: Johannesburg

Education: Relevant experience and/or qualifications in ISP/ICT

Experience: Minimum 5 years in relevant field

Summary

The Junior Customer Service Manager is responsible for providing efficient and cost-effective service to our customers. They will work closely with the Head of Service Management to ensure optimal service operations and delivery with minimal disruptions. This role requires accountability for customer problems, escalations, performance reporting, trend analysis, root cause analysis, and SLA metrics and management. The Junior Customer Service Manager will also collaborate with internal departments to develop customer service improvement plans when needed.

Essential Duties And Responsibilities

• Manage the Net Promoter Score (NPS) for the company
• Ensure customer satisfaction with escalated services
• Meet necessary escalation resolution times as outlined below:
• 72 hours for Minor Escalations: Non-business critical requests and internal speed issues
• 24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service, and/or bad audio quality
• Provide Service Level Reviews as per customer agreements
• Conduct incident analysis and report on incidents (IR/RFO) and root cause analysis (RCA)
• Create and implement service improvement plans for processes and procedures
• Manage customer satisfaction for top customers (SLR rating)
• Communicate service delivery updates to customers
• Manage escalations on all aspects of the customer relationship
• Utilise the management tool for service management actions and visits
• Adhere to service management policies and procedures
• Collaborate with sales teams to identify opportunities for service improvements
• Cultivate strong relationships between service management, sales, and customers
  
  

• Advanced computer literacy
• Intermediate proficiency in MS Excel, Outlook, Word, and PowerPoint
• Experience using Dropbox
  
  

• Ability to effectively manage customers
• Professional and presentable
• Excellent verbal and written communication skills
• Strong time management and response management abilities
• Must have reliable personal vehicle and smartphone
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Other
• Industries Telecommunications

Referrals increase your chances of interviewing at BitCo Telecoms by 2x

Get notified about new Customer Service Manager jobs in Johannesburg, Gauteng, South Africa .

Witfield, Gauteng, South Africa 3 days ago

Johannesburg, Gauteng, South Africa 4 days ago

Bryanston, Gauteng, South Africa 4 days ago

Johannesburg, Gauteng, South Africa 1 day ago

Woodmead, Gauteng, South Africa 2 days ago

Boksburg, Gauteng, South Africa 2 days ago

Johannesburg Metropolitan Area 6 days ago

Mogale City Local Municipality, Gauteng, South Africa 5 days ago

Johannesburg Metropolitan Area 6 days ago

Johannesburg, Gauteng, South Africa 1 month ago

Hartebeespoort, North-West, South Africa 5 days ago

Pretoria, Gauteng, South Africa 6 days ago

Johannesburg, Gauteng, South Africa 5 days ago

Krugersdorp, Gauteng, South Africa 2 months ago

Johannesburg, Gauteng, South Africa 3 days ago

Sandton, Gauteng, South Africa 1 year ago

Brakpan, Gauteng, South Africa 3 days ago

Johannesburg, Gauteng, South Africa 4 days ago

Centurion, Gauteng, South Africa 2 weeks ago

City of Johannesburg, Gauteng, South Africa 1 week ago

Boksburg, Gauteng, South Africa 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

• Manage the Net Promoter Score (NPS) for the company
• Ensure customer satisfaction with escalated services
• Meet necessary escalation resolution times as outlined below:
• 72 hours for Minor Escalations: Non-business critical requests and internal speed issues
• 24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service, and/or bad audio quality
• Provide Service Level Reviews as per customer agreements
• Conduct incident analysis and report on incidents (IR/RFO) and root cause analysis (RCA)
• Create and implement service improvement plans for processes and procedures
• Manage customer satisfaction for top customers (SLR rating)
• Communicate service delivery updates to customers
• Manage escalations on all aspects of the customer relationship
• Utilise the management tool for service management actions and visits
• Adhere to service management policies and procedures
• Collaborate with sales teams to identify opportunities for service improvements
• Cultivate strong relationships between service management, sales, and customers
  
  

• Advanced computer literacy
• Intermediate proficiency in MS Excel, Outlook, Word, and PowerPoint
• Experience using Dropbox
  
  

• Ability to effectively manage customers
• Professional and presentable
• Excellent verbal and written communication skills
• Strong time management and response management abilities
• Must have reliable personal vehicle and smartphone
  
  

• Manage the Net Promoter Score (NPS) for the company
• Ensure customer satisfaction with escalated services
• Meet necessary escalation resolution times as outlined below:
• 72 hours for Minor Escalations: Non-business critical requests and internal speed issues
• 24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service, and/or bad audio quality
• Provide Service Level Reviews as per customer agreements
• Conduct incident analysis and report on incidents (IR/RFO) and root cause analysis (RCA)
• Create and implement service improvement plans for processes and procedures
• Manage customer satisfaction for top customers (SLR rating)
• Communicate service delivery updates to customers
• Manage escalations on all aspects of the customer relationship
• Utilise the management tool for service management actions and visits
• Adhere to service management policies and procedures
• Collaborate with sales teams to identify opportunities for service improvements
• Cultivate strong relationships between service management, sales, and customers
  
  

• Advanced computer literacy
• Intermediate proficiency in MS Excel, Outlook, Word, and PowerPoint
• Experience using Dropbox
  
  

• Ability to effectively manage customers
• Professional and presentable
• Excellent verbal and written communication skills
• Strong time management and response management abilities
• Must have reliable personal vehicle and smartphone
  
  

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.

• Serve as the primary point of contact and trusted advisor for a portfolio of key clients, building and nurturing strong, long-lasting relationships.
• Proactively identify opportunities to expand existing business and deliver strategic solutions that exceed client expectations.
• Ensure seamless communication flow with clients, keeping them informed and engaged throughout the project lifecycle.
• Manage client expectations, address concerns, and proactively resolve issues.

• Lead, mentor, and inspire a team of client service professionals, fostering a collaborative and high-performing work environment rooted in VML's values.
• Provide clear direction, delegate effectively, and empower team members to take ownership and excel in their roles.
• Conduct regular performance reviews, identify training needs, and support the professional development of your team.
• Foster a culture of continuous improvement and knowledge sharing within the team.

• Develop and execute strategic account plans that align with client objectives and drive measurable results.
• Identify and secure new business opportunities within existing accounts, actively contributing to revenue growth.
• Monitor account performance, track key metrics, and identify areas for improvement.
• Develop and present compelling proposals and presentations to clients.
• Understand and manage revenue and billings for assigned accounts, ensuring profitability and efficient resource allocation.

• Bachelor's degree in Marketing, Communications, Business Administration, or a related field.
• 2-3 years of experience as a Client Services Director within an agency setting.
• Minimum 12 years of proven experience in a client-facing role within a digital marketing or advertising agency encompassing strategy, advertising, research, or marketing.
• A strong track record of successfully managing and growing client accounts.
• Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport and influence at all levels.
• Strategic thinker with a deep understanding of the digital marketing landscape and its evolving trends.
• Strong leadership qualities, with the ability to motivate and inspire a team.
• Excellent project management skills and a keen eye for detail.
• Experience in developing and delivering successful new business pitches.
• A passion for delivering exceptional client service and exceeding expectations.
• Strong understanding of revenue and billing management

• Make a Real Impact: Shape the future of iconic brands.
• Grow Your Career: Unlock your full potential through ongoing learning and development.
• Be Part of Something Bigger: Join a global community of innovators and changemakers.

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences.Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

The Client Services Director is a pivotal leadership role within VML's Client Services Team. This individual will be responsible for leading and developing a team of client service professionals, managing key client relationships, driving strategic account growth, and ensuring the delivery of exceptional service. A strong understanding of revenue and billings is crucial, as is the ability to identify and capitalise on opportunities to upsell and expand VML's services within existing accounts. The ideal candidate will possess a deep understanding of the marketing landscape in various sectors.

Account Management:

• Serve as the primary point of contact and trusted advisor for a portfolio of key clients, building and nurturing strong, long-lasting relationships.
• Proactively identify opportunities to expand existing business and deliver strategic solutions that exceed client expectations.
• Ensure seamless communication flow with clients, keeping them informed and engaged throughout the project lifecycle.
• Manage client expectations, address concerns, and proactively resolve issues.
• Lead, mentor, and inspire a team of client service professionals, fostering a collaborative and high-performing work environment rooted in VML's values.
• Provide clear direction, delegate effectively, and empower team members to take ownership and excel in their roles.
• Conduct regular performance reviews, identify training needs, and support the professional development of your team.
• Foster a culture of continuous improvement and knowledge sharing within the team.

Strategic Planning & Account Growth:

• Develop and execute strategic account plans that align with client objectives and drive measurable results.
• Identify and secure new business opportunities within existing accounts, actively contributing to revenue growth.
• Monitor account performance, track key metrics, and identify areas for improvement.
• Develop and present compelling proposals and presentations to clients.
• Understand and manage revenue and billings for assigned accounts, ensuring profitability and efficient resource allocation.

• Bachelor's degree in Marketing, Communications, Business Administration, or a related field.
• 2-3 years of experience as a Client Services Director within an agency setting.
• Minimum 12 years of proven experience in a client-facing role within a digital marketing or advertising agency encompassing strategy, advertising, research, or marketing.
• A strong track record of successfully managing and growing client accounts.
• Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport and influence at all levels.
• Strategic thinker with a deep understanding of the digital marketing landscape and its evolving trends.
• Strong leadership qualities, with the ability to motivate and inspire a team.
• Excellent project management skills and a keen eye for detail.
• Experience in developing and delivering successful new business pitches.
• A passion for delivering exceptional client service and exceeding expectations.
• Strong understanding of revenue and billing management

Why VML?

We offer a dynamic and collaborative environment where you can:

• Make a Real Impact: Shape the future of iconic brands.
• Grow Your Career: Unlock your full potential through ongoing learning and development.
• Be Part of Something Bigger: Join a global community of innovators and changemakers.

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through ourRecruitment Privacy Policy . California residents should read ourCalifornia Recruitment Privacy Notice . This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy . California residents should read our California Recruitment Privacy Notice . This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences.Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

The Client Services Director is a pivotal leadership role within VML's Client Services Team. This individual will be responsible for leading and developing a team of client service professionals, managing key client relationships, driving strategic account growth, and ensuring the delivery of exceptional service. A strong understanding of revenue and billings is crucial, as is the ability to identify and capitalise on opportunities to upsell and expand VML's services within existing accounts. The ideal candidate will possess a deep understanding of the marketing landscape in various sectors.

Account Management:

• Serve as the primary point of contact and trusted advisor for a portfolio of key clients, building and nurturing strong, long-lasting relationships.
• Proactively identify opportunities to expand existing business and deliver strategic solutions that exceed client expectations.
• Ensure seamless communication flow with clients, keeping them informed and engaged throughout the project lifecycle.
• Manage client expectations, address concerns, and proactively resolve issues.

Team Leadership & Development:

• Lead, mentor, and inspire a team of client service professionals, fostering a collaborative and high-performing work environment rooted in VML's values.
• Provide clear direction, delegate effectively, and empower team members to take ownership and excel in their roles.
• Conduct regular performance reviews, identify training needs, and support the professional development of your team.
• Foster a culture of continuous improvement and knowledge sharing within the team.

Strategic Planning & Account Growth:

• Develop and execute strategic account plans that align with client objectives and drive measurable results.
• Identify and secure new business opportunities within existing accounts, actively contributing to revenue growth.
• Monitor account performance, track key metrics, and identify areas for improvement.
• Develop and present compelling proposals and presentations to clients.
• Understand and manage revenue and billings for assigned accounts, ensuring profitability and efficient resource allocation.

• Bachelor's degree in Marketing, Communications, Business Administration, or a related field.
• 2-3 years of experience as a Client Services Director within an agency setting.
• Minimum 12 years of proven experience in a client-facing role within a digital marketing or advertising agency encompassing strategy, advertising, research, or marketing.
• A strong track record of successfully managing and growing client accounts.
• Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport and influence at all levels.
• Strategic thinker with a deep understanding of the digital marketing landscape and its evolving trends.
• Strong leadership qualities, with the ability to motivate and inspire a team.
• Excellent project management skills and a keen eye for detail.
• Experience in developing and delivering successful new business pitches.
• A passion for delivering exceptional client service and exceeding expectations.
• Strong understanding of revenue and billing management

Why VML?

We offer a dynamic and collaborative environment where you can:

• Make a Real Impact: Shape the future of iconic brands.
• Grow Your Career: Unlock your full potential through ongoing learning and development.
• Be Part of Something Bigger: Join a global community of innovators and changemakers.

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

VML is a WPP Agency. For more information, please visit our website , and follow VML on our social channels via Instagram , LinkedIn ,and X .

When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through ourRecruitment Privacy Policy . California residents should read ourCalifornia Recruitment Privacy Notice . This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.