Customer Care Manager

Overview We are seeking a Customer Care Manager to lead our customer service operations, covering Frontline Customer Care, After-Sales Coordination, and Technical support. You will ensure smooth communication between customers, coordinators, and technicians while maintaining service excellence and timely resolution of requests. This is a hands-on leadership role for someone who combines operational discipline, technical understanding, and people management skills. You will streamline workflows, monitor performance, and drive continuous improvement across the customer care function. Department: Customer Care Location: Stikland, Cape Town Schedule: Monday – Thursday 08:00 – 16:30; Friday 08:00 – 16:00 (Weekend oversight rotation as required) Type: Full-Time | On-Site Salary: Market-related, commensurate with experience Responsibilities Frontline Customer Care : Manage client interactions, ticket intake, and weekend support rotation. Ensure tickets are correctly logged and routed to After-Sales. After-Sales Coordination : Oversee escalated service requests, quotes, and invoicing. Track part usage and workflow between customers, coordinators, and technicians. Technical Department : Supervise daily job allocation, parts verification, and SLA compliance. Plan weekend standby and technical cross-training programs. Leadership & Team Management : Lead Frontline, After-Sales, and Technical teams. Conduct daily morning huddles, manage schedules and call-outs, implement cross-training, and build a professional, service-focused team culture. Process & Workflow Oversight : Ensure smooth flow of tickets across all departments. Audit ticket quality, turnaround times, and quote/invoice accuracy. Maintain SOPs and approved communication templates. Oversee SLA compliance for repairs, installations, and call-outs. Reporting & Data Analysis : Produce weekly/monthly reports on ticket volumes, resolutions, SLA adherence, and customer satisfaction. Use Excel and analytics tools to identify trends and inefficiencies. Recommend process improvements to management. Customer Communication & Escalation : Act as the main escalation point for complex issues. Ensure professional and transparent communication with clients. Collaborate with teams to resolve high-priority or VIP concerns. Financial Oversight : Review and approve non-warranty quotes. Ensure invoices are accurate and submitted before job scheduling. Track unpaid invoices and escalate when needed. Assist with budgeting for parts, warranty claims, and department resources. Technical & Operational Coordination : Oversee job allocation, scheduling, and spare parts verification. Audit warranty vs. non-warranty repairs to avoid unnecessary claims. Maintain workshop and van stock according to procedure. Continuous Improvement & Training : Identify automation opportunities and optimize system usage. Conduct weekly training sessions on troubleshooting, communication, and product knowledge. Maintain knowledge base of procedures and templates. Implement process improvements based on team feedback. Qualifications & Requirements Core Competencies : Leadership: Manage and mentor multi-department teams, ensuring accountability. Technical Understanding: Knowledge of equipment operations, service workflows, and part management (catering/refrigeration experience advantageous). Analytical Skills: Excel, reporting, and dashboard creation. Communication: Clear written and verbal communication with staff and clients. Customer-Centric: Fast, reliable, and transparent service delivery. Problem-Solving & Organization: Structured decision-making under pressure, multitasking, and workflow management. System Proficiency: CRM/ticketing tools, ERP systems, Microsoft 365. Qualifications : Matric (Grade 12) required; tertiary qualification in Business, Technical Support, or Operations Management preferred. 4-6 years of experience in customer care, after-sales, operations, or similar. Experience managing cross-functional teams in service or technical environments. Proficiency in Excel, CRM/ticketing, ERP systems, Microsoft 365. Experience in catering or refrigeration equipment advantageous but not mandatory. Available for weekend oversight rotation. Career Growth Reports directly to senior management. Opportunity to grow into Head of Customer Experience. Play a key role in service quality, operational efficiency, and digital transformation. #J-18808-Ljbffr