6 Gateway Theatre Of Shopping jobs in Umhlanga Rocks

Location: Durban, South Africa
Department: Customer Service
Job Level: Management

The Customer Service Centre (CSC) Manager is responsible for managing the entire Customer Service Division (CSD) and Product Support Division (PSD) call centre operations. This role entails implementing and maintaining call centre standards, resourcing, training, and optimizing efficiencies and controls. The goal is to ensure that the desired service levels are consistently provided to customers.

• Overall Management: Full accountability for the performance and management of the call centres.
• Geographic Responsibility: National coverage across South Africa.
• Business Unit: Call Centre Operations.
• Financial Responsibility: Management and control of capital and operating costs within the scope of responsibility.

• Build and maintain strong rapport with key clients, fostering trust, integrity, and confidence in the services provided.
• Manage and uphold service levels as per Service Level Agreements (SLAs) with customers.

• Drive the optimization of product basket and volume participation within the call centre.
• Stay updated on supply chain and telesales functions through research, communication, and networking with similar operations.

• Ensure that best operating practices and procedures are documented, updated, and consistently applied.
• Promote a culture of excellence across all call centres.
• Implement measurement and control systems to improve staff efficiencies and service levels.
• Introduce and manage cutting-edge technology, communication systems, and processes that enhance call centre performance.

• Set, manage, and control the customer service centre's sales budget and costs, ensuring robust controls.
• Plan and scope any capital expenditure (capex) requirements.
• Ensure that budgeted revenue and margins are achieved according to the annual plan.
• Report monthly performance metrics, budget variances, and KPIs to the National Sales Manager.
• Align strategic and operational targets with team objectives, ensuring cross-functional alignment within the broader business.

• Ensure daily reports are generated, analyzed, and acted upon as required.
• Monitor and report on key Customer Service Centre metrics:
  • Calls in/out
  • Total call duration
  • Direct/standard/EDI/uplift
• Drive efficiencies by monitoring call centre performance and making necessary adjustments.
• Identify and pursue sales opportunities within the call centre teams.
• Analyze daily sales reports, ensure targets are met, and take corrective action when necessary.

• Identify staffing needs and participate in the selection process.
• Lead and develop staff within the framework of relevant labor laws (Labour Relations Act, Employment Equity Act, etc.).
• Monitor and provide regular feedback on staff performance.
• Ensure staff activities align with service level requirements and company protocols.
• Manage leave, time management, career development, and succession planning.
• Promote staff training and development, leveraging available opportunities or creating new solutions in collaboration with national training specialists.
• Conduct regular performance appraisals and address poor performance in accordance with company policy.
• Lead team meetings, ensuring action plans are developed and followed.

• CSC productivity and call volumes.
• Sales volumes and basket sales.
• Customer query escalation and resolution.
• Achievement of SLA standards.

• Provide inspirational leadership.
• Cultivate a culture of execution.
• Demonstrate business insight and innovation.
• Build commitment through engagement.

• Call centre operations, standards, systems, and customer service requirements.
• Supply chain, logistics, and telesales functions.
• SAP and principal product knowledge.
• Sales and marketing principles.

• Planning and organization.
• Project management.
• Verbal and written communication.
• Report writing and analytical thinking.
• Problem-solving and decision-making.

• Initiative and assertiveness.
• Stress tolerance and deadline-driven.
• Attention to detail and prioritization.
• Ability to leverage technology and organizational awareness.
• Strong relationship-building skills and effective cross-functional communication.

• Education: Degree in management, business administration, or marketing. A diploma in Contact Centre Management is advantageous.
• Experience: A minimum of 7 years of call centre experience, with at least 3 years at a supervisory or management level.
• Industry Experience: Proven experience in FMCG, JIT, supply chain, or logistics environments.
• Licenses: Valid Code EB drivers license.

• Internal: Operations management, VSS, customer management team, demand planning team.
• External: Key accounts, principals, and other customers.

As the CSC Manager, you will:

• Make operational and logistical decisions related to the functioning of the Customer Service Centre.
• Resolve operational, logistical, and customer-related issues promptly.
• Identify and implement innovations to increase market share and product range within assigned customers.

This role is critical in ensuring the efficiency and effectiveness of the Customer Service Centre operations while driving customer satisfaction and achieving business goals. The ideal candidate will possess strong leadership skills, a deep understanding of call centre operations, and a commitment to continuous improvement and innovation.

• Partner with leadership to build out the Finance & Customer Support department , including staffing, systems selection, and SOP development.
• Design scalable workflows for billing, retention, missed collections, and client escalation handling.
• Set up foundational reporting, KPIs, and feedback loops to track billing health and customer satisfaction.
• Architect and manage end-to-end debit order processes , including collections, retries, reversals, and reporting.
• Liaise with debit order service providers and ensure technical and financial alignment.
• Administer insurance policy books with accurate reconciliation of premium payments vs. policy status.
• Oversee missed debit resolution and develop proactive collection strategies.
• Track and escalate premium-related issues to ensure policy integrity and compliance.

Customer Service & Retention

• Handle and resolve customer queries related to claims, billing issues, missed payments, and cancellations .
• Build and train a customer support team capable of managing inbound and outbound retention workflows.
• Implement retention strategies for clients at risk of lapsing, using data-driven engagement and objection handling.
• Ensure a seamless claims experience by coordinating with underwriters and policy administrators.

Compliance & Process Excellence

• Document all billing, retention, and support processes for internal use and audit compliance.
• Ensure strict POPIA compliance in all customer communications and data handling.
• Contribute to onboarding new insurance products / books, ensuring systems and service readiness.

Experience & Skills :

• 3+ years in billing, finance operations, customer service, or insurance administration.
• Proven ability to manage and improve debit order collection systems .
• Demonstrated experience in building or scaling a support or finance function .
• Proficiency in using CRM and ticketing systems (e.g., Salesforce, Zoho, Freshdesk).
• Strong analytical, process-mapping, and reconciliation skills.
• Excellent communication, leadership, and negotiation skills.

Bonus if you have :

• Insurance, claims, or financial services background.
• Experience with tools like Debi Check, Netcash, Sage, or Xero.

ð What We Offer

• Competitive market salary + performance incentives.
• High-growth environment with real ownership.
• Opportunity to build a department from scratch and make a tangible business impact.
• A mission-driven team culture focused on integrity, efficiency, and service.

• Partner with leadership to build out the Finance & Customer Support department , including staffing, systems selection, and SOP development.
• Design scalable workflows for billing, retention, missed collections, and client escalation handling.
• Set up foundational reporting, KPIs, and feedback loops to track billing health and customer satisfaction.

• Architect and manage end-to-end debit order processes , including collections, retries, reversals, and reporting.
• Liaise with debit order service providers and ensure technical and financial alignment.
• Administer insurance policy books with accurate reconciliation of premium payments vs. policy status.
• Oversee missed debit resolution and develop proactive collection strategies.
• Track and escalate premium-related issues to ensure policy integrity and compliance.

• Handle and resolve customer queries related to claims, billing issues, missed payments, and cancellations .
• Build and train a customer support team capable of managing inbound and outbound retention workflows.
• Implement retention strategies for clients at risk of lapsing, using data-driven engagement and objection handling.
• Ensure a seamless claims experience by coordinating with underwriters and policy administrators.

• Document all billing, retention, and support processes for internal use and audit compliance.
• Ensure strict POPIA compliance in all customer communications and data handling.
• Contribute to onboarding new insurance products/books, ensuring systems and service readiness.

• 3+ years in billing, finance operations, customer service, or insurance administration.
• Proven ability to manage and improve debit order collection systems .
• Demonstrated experience in building or scaling a support or finance function .
• Proficiency in using CRM and ticketing systems (e.g., Salesforce, Zoho, Freshdesk).
• Strong analytical, process-mapping, and reconciliation skills.
• Excellent communication, leadership, and negotiation skills.

• Insurance, claims, or financial services background.
• Project management experience.
• Experience with tools like Debi Check, Netcash, Sage, or Xero.

• Competitive market salary + performance incentives.
• Flexible working model (remote/hybrid).
• High-growth environment with real ownership.
• Opportunity to build a department from scratch and make a tangible business impact.
• A mission-driven team culture focused on integrity, efficiency, and service.

REMOTE – WORK FROM HOME!

Customer Service Specialist – Night Shift
Hours: Monday to Friday | 1:00 AM – 9:00 AM (SA Time)

Our client is a well-established, Australian-based international company offering outsourced staffing solutions. Since launching in 2008, they have grown to 200+ employees across Australia, the Philippines, and now South Africa - creating exciting opportunities for motivated individuals!

They pride themselves on a fun, flexible, and values-driven culture and are looking for self-starters who want to make a real impact. If you are positive, driven, and seeking a long-term career with a prestigious global employer, this may be your perfect fit.

Role Summary:
You will be supporting one of their key clients in delivering exceptional customer service via email, chat, and phone.

Key Responsibilities:

• Respond to customer inquiries professionally via email, chat, and calls
• Resolve escalated issues quickly and effectively
• Maintain accurate records and update CRM systems
• Provide feedback on customer pain points
• Collaborate with internal teams to improve service delivery
• Support customer retention by building strong relationships
• Stay current on product knowledge and company updates

Requirements:

• Fluent in English (written and spoken)
• Minimum 3+ years’ customer service/admin experience
• Matric + tertiary qualification preferred (or equivalent experience)
• Strong understanding of customer service principles
• Proficient with CRM software and support tools
• Excellent interpersonal and problem-solving skills
• Able to work independently and follow processes
• High attention to detail
• Reliable internet (min 20Mbps)
• Dedicated, quiet home workspace
• Willingness to use productivity/time-tracking software

Preferred Skills:

• Proficient in Microsoft Office and Google Suite
• Quick to learn new systems and processes
• Exposure to AI tools like ChatGPT or Gemini
• Strong team player with independent working ability

Please note: This description provides an overview of the role and may evolve as the role develops.