1,201 Service Manager jobs in South Africa

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.

Are you passionate about people, performance, and service excellence?

Join
First Group ZA
as our next
Customer Service Supervisor
and take the lead in delivering top-tier service while shaping the success of our call center team. The
Customer Service Supervisor
is responsible for overseeing the daily operations of the call center, ensuring that team members deliver exceptional customer service and achieve performance targets. This role involves managing and mentoring staff, handling escalated issues, and implementing strategies to improve service quality and operational efficiency.

Key Responsibilities:

Team Management:

• Supervise and support agents, including scheduling shifts, managing attendance, and conducting performance evaluations.
• Provide training and development opportunities for team members to enhance their skills and knowledge.
• Foster a positive work environment by motivating and coaching staff to achieve individual and team goals.

Operational Oversight:

• Monitor call center performance metrics (e.g., call volume, response time, customer satisfaction) and ensure adherence to service level agreements (SLAs).
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Implement and enforce call center policies, procedures, and best practices.

Quality Assurance:

• Conduct regular quality audits and performance reviews to ensure high standards of customer service.
• Analyze performance data and provide actionable insights and recommendations for continuous improvement.
• Develop and execute action plans to address any service quality issues or operational challenges.

Reporting and Analysis:

• Prepare and present regular reports on call center performance, including metrics, trends, and areas for improvement.
• Collaborate with management to set and review performance goals, and develop strategies to achieve them.

Customer Focus:

• Ensure that customer interactions are handled professionally, effectively, and in accordance with company policies.
• Identify opportunities to enhance the customer experience and drive customer satisfaction.

Qualifications:

Education:

• Bachelor's degree in Business Administration, Management, or a related field (preferred). Relevant certifications in customer service or management are a plus.

Experience:

• Minimum of 5 years of experience in a call centre environment, with at least 3 years in a supervisory or leadership role.
• Proven track record of managing teams and driving performance improvements.

Who
we are
Yoco was founded in 2015, and we've been breaking down barriers, unlocking economic opportunities and opening commerce for people to thrive ever since.

We're the payments provider for over 200,000 self-employed, and process over US$3 billion annually.

We have ±350 team members globally, all with a bias for boldness and a passion for simple, progressive solutions. We believe in uniting different people to solve hard problems, together.

Our mission of making society more equal requires a variety of people, with different backgrounds and points of view, to keep building solutions that make life easier for emerging businesses.

We're growing fast. With growth comes compelling challenges. If you're an ambitious problem-solver, with big ideas, a passion for doing good, bright, grounded and courageous; you're likely to thrive at Yoco.

We don't stop pushing. We break things to rebuild. We challenge ourselves and each other. We're constantly evolving - and we're doing it fast.

Grow With Us.

About The Role
As the Customer Service Manager, you will play a pivotal role in leading our team through an exciting and strategic evolution. Historically focused on delivering exceptional customer service excellence, your primary mission will be to spearhead the transformation of our team into a proactive Merchant Success Centre. This involves moving beyond reactive problem-solving to proactively engaging with our merchants, understanding their business goals, and providing strategic support that drives their growth and maximises their long-term value through the Merchant Success Centre.

This role will require you to collaborate with the Head of Customer Support: defining, implementing, and optimising strategies that not only resolve issues efficiently but actively contribute to merchant retention, engagement, and the overall success of their ventures on our platform. This leadership role demands a strategic operator who can inspire and empower a team to become trusted advisors, ensuring our merchants thrive.

What You Will Be Doing

• Strategy & Merchant Success Transformation:
• Formulate and implement comprehensive Merchant Success strategies that drive retention, growth, and satisfaction through proactive engagement models and value realisation frameworks.
• Foster a culture that prioritises long-term merchant partnerships over transactional support, ensuring seamless transition from reactive support to proactive partnership.
• Collaborate cross-functionally with Sales, Product, Marketing, and Tech teams to ensure a unified approach to merchant satisfaction and success.
• Team Leadership & Development:
• Recruit, onboard, mentor, and develop a high-performing team capable of acting as trusted advisors and proactive success enablers.
• Provide regular coaching and performance feedback, empowering team members to master both traditional service excellence and advanced merchant success methodologies.
• Partner with the Enablement team to design targeted learning experiences and create career development pathways that support ongoing skill development and staff retention.
• Operations & Process Management:
• Oversee daily operations of the Merchant Success Centre, ensuring efficient workflows and timely resolution of merchant inquiries.
• Develop and implement scalable processes, tools, and best practices that enhance the merchant experience and improve team productivity.
• Act as escalation point for critical merchant issues, ensuring swift resolution whilst maintaining focus on long-term merchant health.
• Performance Analysis & Reporting:
• Monitor comprehensive KPIs including traditional metrics (AHT, FRT, CSAT, NPS, SLAs, QA) and strategic Merchant Success metrics (retention rate, churn rate, activation rates, feature adoption, LTV, expansion revenue).
• Utilise advanced data analytics to identify trends, patterns, and root causes impacting merchant health and growth, using insights to formulate targeted success initiatives.
• Prepare detailed reports on operational performance and merchant success strategy effectiveness, presenting findings to senior management with actionable recommendations for continuous improvement.
• Establish clear, achievable goals and benchmarks for all KPIs based on historical data, industry best practices, and organisational objectives.
• Gather merchant feedback to inform product development, marketing initiatives, and overall business strategy, acting as the voice of the merchant within the organisation.

About You

• Minimum 10 years managing customer support teams in contact centre environments with a proven track record in high-pressure situations
• Demonstrated experience in strategic transformation projects and cross-functional collaboration (minimum 2 years)
• Experience working within fast-growing companies and scaling operations
• Previous exposure to merchant success, customer success, or account management methodologies preferred
• Strong mentoring and coaching abilities with track record of developing high-performing team leaders who can manage strong team
• Understanding of merchant/customer lifecycle management and value realisation frameworks
• Experience gathering customer feedback and translating insights into business strategy
• Ability to balance operational excellence with strategic merchant success initiatives
• Results-oriented focus on improving both customer outcomes and business performance
• Proficiency in performance metrics including traditional customer service KPIs (CSAT, AHT, FRT, SLAs, QA) and merchant success metrics (retention, churn, LTV, activation rates)
• Advanced Excel/Google Sheets skills for numerical analysis and reporting
• Experience with contact centre management tools and CRM systems (e.g., Zendesk)
• Ability to establish KPI benchmarks and track performance against strategic objectives
• This role requires you to be on-site working alongside Customer Support agents
• Experience with and exposure to AI tools and platforms

The people we're looking for
We're looking for people who want to grow and have a thirst for learning. And as Yoco grows, we hope they stay with us for the long-term.

Building solutions for a more equal society is a daunting task - and it's not for everyone. We never stop pushing, we break things to rebuild, and we challenge ourselves and our teammates. We start over, we constantly evolve - and we do it fast. We know that it's just the right kind of meaningful madness for our kind of visionary human.

So, who are you? You're someone who resonates with our mission and our values, and you're relentlessly effective in your execution.

You're a curious problem-solver with a passion for doing good. You're bright, grounded, experimental and bold. You play open cards and get stuck in. You're not afraid of change. You close the loop.

At Yoco, we laugh, embrace each other's quirks, and support one another's growth, all while staying authentic.

If this sounds like your kind of challenge, apply below and come grow with us.

We encourage applicants from diverse backgrounds to apply and ask that you please send your application in English and help us reduce unconscious bias by leaving out your picture, age, address, and other unnecessary information in your CV.
We believe that the best work comes from a place of balance and security. We see our benefits not as perks, but as a partnership to support your life, your family, and your ambitions.

• Need time to switch off? We offer 24 paid leave days annually, plus public holidays, so you can rest, travel, or simply handle life.
• Thinking about long-term security? We'll help you build a strong foundation with contributions to medical aid and gap cover.
• Putting your family first? So do we. We provide paid parental leave for mothers, fathers, and adoptive parents, along with family responsibility leave for unexpected emergencies.
• Ready to grow your skills? We provide an annual learning budget for you to invest in the courses, conferences, or training that will help you advance your career.
• Looking for your community? Find it here. From weekly company gatherings and team outings to employee-led clubs, we foster a connected culture where everyone belongs.

Yoco is the all-in-one digital commerce platform for small businesses.

As one of Africa's largest fintech companies, we make it easy to sell anywhere, manage your business from anywhere, and grow with smart insights—all under one Yoco profile.

Founded in 2015, we've helped over 200,000 small businesses across South Africa accept card payments and access capital—often for the first time.

Our ecosystem of payments, software, and tools works seamlessly under one Yoco account. Behind it all is a global team of 350+ people across South Africa and the Netherlands, building world-class solutions for small business growth.

Are you looking for Employment + Inspiration?

Then we have a place for you

We're growing our client service team and we're looking for a CLIENT SERVICE

MANAGER

Who we're looking for?

• A proactive, independent driver who loves working with clients and delivering

great work that builds brands and grows businesses.

• A solutions-driven, committed individual with an ongoing hunger to learn,

grow and improve.

• A collaborator to work closely within a team.

• An experienced, responsible co-ordinator who manages clients and the

creative team for the best outcomes.

• A great communicator with excellent presentation skills

• A passionate client service manager who just wants to do great sh*t

What you'll be doing?

• Responsible for the operational implementation of all client requirements.

• Relentlessly focusing on managing deadlines and delivery for the agency and

client.

• Development of project costings and management of profitability of work.

What do you need?

• Degree or diploma in marketing, communication, business management or

relevant fields.

• Minimum of 5-10 years' experience in an Account Manager role in a traditional

advertising agency.

• Experience in costing/budgeting a campaign through negotiating and / or

estimating time and prices for relevant services required to deliver a campaign.

• Experience in Chase, MS tools including PowerPoint, Excel and Word to develop

presentations, contact reports and spreadsheets for costings and timings.

• Professional interest and understanding for the developments and workings

of social media.

• An eye for style, the creative, verbal and cultural awareness and the ability to

distinguish and identify markers of quality.

• Mature one-on-one, negotiation and presentations to individuals and groups.

• Understanding of strategy development process and apply that to clients.

Who we are…

We're the longest standing independent, South African agency. We build, grow and

entrench brands for now and into the future. As a full-service, independent creative

and media agency we offer all the services of a traditional and digital agency,

delivering great work and meaningful results to our clients.

Contact us…

Send your portfolio and CV to .CO.ZA. Reach out

soon to be considered.

Position Overview

The Customer Service Manager (CSM) plays a vital leadership role in ensuring a world-class customer experience at Pick n Pay Swellendam. This position requires a strong focus on service excellence, staff leadership, marketing execution, compliance with food safety standards, and label management. The CSM is responsible for driving sales through customer engagement, ensuring that marketing and promotional activities are implemented effectively, and that all labeling and food safety standards are strictly adhered to.

⸻

Key Responsibilities

1. Customer Service & Staff Leadership

• Lead, motivate, and manage front-of-house and service staff to deliver outstanding customer experiences.

• Handle escalated customer complaints and queries professionally, ensuring quick and effective resolution.

• Develop and implement customer service standards, ensuring consistent delivery across all departments.

• Oversee staff schedules, training, and daily performance, including disciplinary processes when required.

1. Marketing & Promotions

• Coordinate in-store marketing activities, promotions, and campaigns in line with Pick n Pay standards.

• Work closely with management to plan seasonal promotions, competitions, and loyalty drives.

• Ensure in-store posters, digital displays, and promotional materials are correctly placed and up to date.

• Track effectiveness of marketing campaigns and report on customer engagement and sales impact.

1. Label & Shelf Management

• Oversee all product labeling in compliance with Pick n Pay guidelines and legal requirements.

• Ensure price labels, promotional labels, and nutritional information are accurate and clearly displayed.

• Monitor shelf layouts, gondola ends, and displays to maximize visibility and sales.

• Audit departments daily to ensure labels, prices, and stock rotation are correct.

1. Food Safety & Compliance

• Enforce strict adherence to food safety regulations, including HACCP standards.

• Oversee temperature checks, hygiene logs, cleaning schedules, and waste management records.

• Conduct regular audits to ensure departments are compliant with company and legal requirements.

• Provide training to staff on safe food handling, storage, and preparation.

• Ensure corrective action is taken immediately when food safety issues are identified.

1. Reporting & Administration

• Maintain accurate records of service standards, incidents, food safety checks, and label compliance.

• Submit weekly and monthly reports to management on customer service performance, food safety audits, and promotional activities.

• Manage departmental budgets and assist with stock control, shrinkage reduction, and loss prevention.

⸻

Skills & Competencies

• Strong leadership, coaching, and team management abilities.

• Excellent customer service and conflict resolution skills.

• Knowledge of HACCP, food safety laws, and compliance standards.

• Attention to detail in label management and product compliance.

• Marketing and promotional planning experience.

• Strong organizational and multitasking skills.

• Excellent communication and interpersonal skills.

• Ability to work under pressure in a fast-paced retail environment.

⸻

Qualifications & Experience

• Grade 12 / Matric (Retail Management or Business Management qualification advantageous).

• 3–5 years of experience in retail management, preferably in a customer service or food environment.

• Experience in marketing, food safety compliance, and label control will be an advantage.

• Computer literacy (MS Office, retail management systems).

Recruiter:
Gap Consulting

Job Ref:
WP /JC

Date posted:
Tuesday, September 30, 2025

Location:
Cape Town, South Africa

Salary:
25 000 Monthly

SUMMARY:

POSITION INFO:
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 based on experience
• Benefits

(Only suitable candidates will be shortlisted and contacted within 14 days)

Please send your CV to

Visit our website on Follow us on

As the Customer Service Manager, you will play a pivotal role in supporting customers/students throughout their learning experience. Your vibrant personality and excellent writing skills will help you connect with the community on camera and through written communication. Our client is committed to finding the perfect candidate who shares a passion for empowering women and has the dedication to contribute to their overall growth.

Key Responsibilities:

• Act as the primary point of contact for students, engaging with them during online workshops and live retreats/intensives.
• Host weekly group calls and live sessions, providing support and guidance.
• Respond to chats and engage with the community in our client's Facebook Group.
• Participate in Monday morning meetings and other scheduled sessions.
• Handle various administrative tasks as needed, including managing CRM updates and communications.
• Maintain a professional appearance for live calls and interactions.
• Assist with client onboarding and ensure they have a positive experience with the program.
• Be open to flexible scheduling, including evenings and weekends as required for events.
• Support client success through excellent communication, multitasking, and time management.

• Flexible schedule, including evenings and weekends, with a commitment to Monday morning meetings at 9:30 AM EST and Thursdays at 11 AM EST.
• Minimum 3 years in customer service; preferred 3 years in sales.
• Experience in roles such as social work, teaching, or other people-centric positions is a plus.
• Exceptional writing and verbal communication skills.
• Proficient with CRM systems (experience with GoHighLevel is a plus), Zoom, calendar bookings, spreadsheets, and other digital tools.
• A positive, professional attitude with a belief in self-improvement and personal responsibility.
• Excellent interpersonal skills and the ability to thrive in high-stress situations.
• A strong desire to learn and develop within the team.
• Must be able to work 20-25 hours per week

Minimum Technical and Work Environment Requirements:

• Internet Connection:

• Primary internet connection with a minimum speed of 15 Mbps.

• Backup internet connection with at least 10 Mbps.

• Backup connection must be capable of supporting work during a power outage.

• Primary Device:

• Desktop or laptop equipped with at least:

• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.

• A minimum of 8 GB RAM.

• Backup Device:

• Must meet or exceed the performance of an Intel Core i3 processor.

• Must be functional during power interruptions.

• A functioning webcam.

• A noise-canceling USB headset.
• A quiet, dedicated home office space.
• Peripherals and Workspace: A smartphone for communication and verification purposes.

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.

Location: Remote

Remote Recruitment is seeking an enthusiastic and experienced Customer Service Manager to lead our customer support team. In this pivotal role, you will be responsible for developing and implementing strategies to improve customer satisfaction, streamline processes, and ensure a high standard of service delivery.

Your leadership will be key in fostering a customer-centric culture and implementing best practices that enhance our clients' experience.

• Oversee the daily operations of the customer service department, ensuring high-quality service and support are provided.
• Develop and implement customer service policies and procedures that enhance service delivery.
• Lead, mentor, and train customer service representatives to achieve optimum performance.
• Monitor and analyze customer feedback and service metrics to identify areas for improvement.
• Handle escalated customer complaints and ensure swift resolution.
• Collaborate with other departments to ensure a holistic customer experience.
• Stay up-to-date with industry trends, tools, and best practices in customer service.

• 3+ years of experience in customer service management or a similar role.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proficient in customer service software, CRM systems, and MS Office applications.
• Ability to analyze data and trends to make informed decisions.
• Demonstrated problem-solving abilities and strong attention to detail.
• A bachelor's degree in Business Administration, Communication, or a related field is preferred.

• Work From Home
• Training & Development
• Performance Bonus