Customer Service Manager

We are looking for an experienced and results-driven Customer Service Manager to lead and manage their Customer Service function and ensure exceptional service delivery across all customer touchpoints.

The successful candidate will be responsible for developing and implementing customer service strategies, managing a high-performing team, improving customer experience, resolving escalated queries and driving continuous improvement across the customer service function.

• Develop and implement the Customer Service Strategy in alignment with business objectives.
• Manage the day-to-day operations of the Customer Service Department.
• Lead, coach, develop and performance-manage the Customer Service team.
• Establish and monitor departmental KPIs, targets and performance standards.
• Drive a customer-centric culture and continuously improve the customer experience.
• Manage escalated customer complaints, disputes and service issues.
• Monitor and manage Service Level Agreements (SLAs) and address service delivery gaps.
• Conduct root cause analysis and implement corrective actions for recurring customer issues.
• Identify and implement process improvement, automation and digitalisation opportunities.
• Analyse customer service data and prepare monthly, quarterly and annual management reports.
• Develop and maintain dashboards and management information systems.
• Oversee customer pricing queries, account adjustments and distributor repurchases.
• Monitor customer agreements, pricing changes and contract renewal requirements.
• Build and maintain strong relationships with customers and internal stakeholders.
• Work closely with Sales, Finance, Operations, Supply Chain and Logistics.
• Identify customer service risks and ensure compliance with company policies and relevant legislation, including POPIA.
• Drive initiatives aimed at improving customer satisfaction, retention and operational efficiency.

• Matric / Grade 12
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• Bachelor's Degree or National Diploma in Business Management, Customer Service Management or a related field.
• Minimum 5-8 years' experience in a Customer Service environment
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• Minimum 3 years' management experience
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• Proven experience managing and developing customer service teams.
• Strong experience managing escalated customer complaints and customer relationships.
• Experience developing and monitoring KPIs, SLAs and management reports
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• Proven experience in process improvement and service delivery optimisation
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• Strong analytical, problem-solving and decision-making skills.
• Excellent communication and stakeholder management abilities.
• Strong understanding of customer service operations and performance management.

• Strategic and customer-focused mindset
• Strong leadership and people-management skills
• Excellent problem-solving and conflict-resolution abilities
• Data-driven and analytical approach
• Process improvement mindset
• Strong commercial and operational awareness
• Excellent communication and stakeholder management
• High level of accountability and integrity
• Ability to work effectively in a fast-paced environment