Customer Service Manager
5 days ago
Job Title: Customer Service ManagerLocation: Cape Town (Head Office) – with travel to Johannesburg as requiredReports to: General Manager of OperationsPosition OverviewStingray 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 Operational LeadershipOversee 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. Performance Management & ReportingSet 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. Process Improvement & EfficiencyIdentify 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. Stakeholder & Cross-Functional EngagementCollaborate 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. Team DevelopmentRecruit, train, and mentor team members to ensure high performance and engagement.Foster a culture of accountability, service excellence, and continuous improvement.Required Skills & ExperienceMinimum 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 CompetenciesLeadership & 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 ConditionsBased at the Cape Town Head Office.Occasional travel to Johannesburg is required.Full-time position, with flexibility to manage operational demands.
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