Customer Service Team Manager

Northern Cape, Northern Cape Tenacity Financial Services

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full-time
Job title : Customer Service Team Manager Job Location : Northern Cape, Deadline : November 15, 2025 Quick Recommended Links

Job Description

  • To manage and oversee the smooth functioning of a team of Customer Service Agents in order to achieve service levels, positive customer experiences and to build and maintain an integrated and balanced people management approach.

Manage daily operations:

  • Supervise, lead and performance manage a team of agents
  • Drive and manage client service objectives and service levels
  • Ensure correct procedures are followed and give direction to employees on what to do and how to improve
  • Support teams and/or resolve queries (Internal and external queries)Develop and implement programs and procedures to improve productivity (efficiencies)
  • Adopt and manage first call resolution competency
  • Detect and escalate Fraud and misrepresentation to the respective lines and department
  • Ensure team adherence to WFM schedules
  • Action any ad-hoc requirements

Coaching and mentoring of team:

  • Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
  • Identify training needs and ensure adequate coaching takes place
  • Continually identify knowledge gaps and actively implement initiatives to upskill team
  • Develop the team through motivation, counselling, soft skill training and product knowledge education
  • Conduct QA audits for all agents on a weekly basis

Team Administration:

  • Ensure new starters effectively transition into the team
  • Conduct probation review meetings during first 3 months of employment
  • Address any behavioural concerns in line with the Company’s Disciplinary Policy
  • Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc. 
  • Ensure trackers (IR, Absence & PIP) are updated on a daily basis
  • Ensure all leave transactions is processed on ESS
  • Manage the waybill and overtime/special time to payroll
  • Manage the termination process for all agents leaving Tenacity
  • All actions to be done in a timeous manner and aligned to expectations and process

Team performance, monitoring and reporting:

  • Set, track and report on individual targets for each agent within the team
  • Collate and effectively utilize reports for performance management of department KPI’s
  • Conduct monthly performance reviews with team
  • Address any underperformance in line with the Company’s Performance Improvement Policy 

Resources & Capacity (people & systems):

  • Ensure effective recruitment practices when employing new employees
  • Ensure the team has the resources and tools to perform what is expected of the

Job Requirements
Qualification:

  • Grade 12

Experience:

  • 2 years Team Manager experience within a Call Centre environment in a similar role
  • Experience in Employee Relations, Poor Performance and Absence Management
  • Experience in leading and managing teams of at least 15 people

Functional Knowledge and Skills:

  • Knowledge and understanding of call centre processes and methodology
  • Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers (both verbally and in writing)
  • Efficient in MS Outlook, MS Word, MS Excel, 
  • Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment


  • Customer Service jobs

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Product Support Service Representative X2 Global Grade 10

Kathu, Northern Cape Barloworld Equipment

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Job Description

Key Output

  • Proactively assess, clarify, and validate customer needs on an ongoing basis

  • Consult with key account customers about equipment life cycles, maintenance and replacement budgets and other solutions that will lower their owning and operating costs and support customer success.

  • Assist with quotes for parts, service, and equipment management solutions

  • Understand the full range of the dealership's product offerings and how they are intended to meet business, and customer needs Responsible for Marketing after sales products and services

  • Liaison between Barloworld and key customer accounts, business planning and/budgeting planning

  • Where possible inspect all failed machines/components/parts with Technical Rep and advise/train/educate customers accordingly

  • Compile and submit a monthly report with forecasts attached to management

  • Discuss machine and undercarriage inspection reports regularly with customers

  • Responsible for selling Caterpillar marketing initiatives, parts quotations followed up and converted into sales

  • Promote part sales through service, achievement of targeted budget and effective expenses management.

  • Achievement of operations and customer monthly KPI's

Qualification, Experience and Competencies

  • Matric, B. Tech Sales/Marketing Diploma or Certificate

  • Qualified diesel/earthmoving equipment mechanic (or equivalent qualification)

  • 5 years Caterpillar experience as an artisan

  • Workplace competencies business development skills and knowledge

  • Sound business communication skills (managerial and technical report writing critical in role)

  • Sound technical knowledge of product brands and business communication skills

  • Basic financial management skills and Microsoft Office knowledge

  • Behavioural competencies: Relations skills

  • Problem solving, analysis, attention to detail, listening and Influencing and Negotiation skills

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Customer Support

Kimberley, Northern Cape R120000 - R360000 Y Jonsson Workwear

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Job Description

Offering standout service is the cornerstone of our brand, which is why every Jonsson Workwear customer is served brilliantly, always. We go to great lengths to ensure every encounter with our brand is exceptional, and that each customer's needs are met.

To look after each of our customers and ensure they are connected with the workwear best suited to their requirements, they are assisted by our Customer Support. These individuals play a key role in understanding and adapting to our customers' exact needs, ensuring they are met with the efficiency and brilliance that best reflects our brand.

To keep exceeding our customers' varied needs, our Kimberley store seeks a driven, highly professional and customer-obsessed individual to join our team. As our in-store point of contact, you are presentable, well-spoken and professional, always prepared to go to great lengths to wow our customers, ensuring they are served with authentic consideration, charisma and obsession.

The individual best suited to this role will be required to:

  • Provide in-store exceptional customer service.
  • Create new customer connections while strengthening existing partnerships to better understand each customer's requirements.
  • Utilise your product knowledge to suggest solutions that meet and surpass customer's needs.
  • Display the communication and interpersonal skills needed to effectively engage with customers and collaborate with colleagues.
  • Ensure a smooth experience for customers, from recommending workwear solutions to processing their requests.
  • Carry out all required tasks efficiently, maintaining accuracy with urgency.
  • Follow up, follow through and fulfil your commitments, always.

In line with Jonsson Workwear's commitment to employment equity, applications from candidates from designated groups, as well as candidates with disabilities, are encouraged.

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