Customer Service Manager

2 weeks ago


Cape Town, South Africa Cape Union Mart International Full time

Our Customer Experience Department is in search of a culture fit Customer Service Manager to join our team and play a key operational role in supporting our customers and various business stakeholders to achieve business objectives to create and deliver our Customer Strategy.

The role will require the incumbent to work effectively across multiple teams, the day-to-day management and support of the customer service team. Key success factors will be to proactively seek relevant information to effectively support the overarching customer objectives & ensure the delivery of a world-class customer service.

Additionally, we are looking for an individual that will coach and mentor two team leaders and their teams to grow and develop in their roles.

**Key Duties**:

- Day-to-day team management and support.
- Development of daily team schedule, including weekend overtime as and when needed.
- Review, develop and maintain sustainable processes that set the team up for success to effectively and timeously solving customer queries.
- Play a key role in stakeholder engagement and cross-functional coordination to ensure that all parties have access to key information timeously.
- Provide regular reporting to management and key stakeholders.
- Actively support team and manage service levels and resolution SLAs to ensure timeous resolution of customer queries.
- Draft requirements as they arise that may require process and / or system changes.
- Analyse customer feedback and queries to identify trends to support the ongoing improvement of our overall customer experience.
- Ensure that all customer-facing policies and procedures are adhered to support clear resolution and consistency.
- Support ongoing training and development needs of team members to ensure high quality standards are maintained.
- Appropriately escalate customer queries.

**Job Requirements**:
Knowledge and Experience
- 5+ years’ experience leading a team
- 5+ years’ experience in a customer service environment
- 3+ years’ experience in a retail environment / customer service function
- Knowledge of Consumer Protection Act and Protection of Personal Information Act required
- Experience with Salesforce Service Cloud advantageous
- E-commerce experience advantageous
- Relevant on the job training and / or courses
- Proficient in MS Office Suite

Competencies
- Passionate and proactive customer problem solver
- Strong administration skills
- Customer-centric
- High attention to detail and methodical
- Team player and strong collaborator
- Good communicator
- Excellent written and verbal communication
- Excellent time management skills and ability to deliver in tight time frames
- Work well under pressure with strong attention to detail and consistency
- Analytical
- KPI-driven and results oriented

Key Performance Areas
- Day-to-day team leadership
- Customer Service Reporting
- Team training and development
- Team performance reviews
- Stakeholder Management



  • Cape Town, South Africa CaRRoL BoYeS Full time

    Carrol Boyes is a renowned South African designer and manufacturer of functional art pieces, specializing in homeware and lifestyle products. With creativity, craftsmanship, and innovation being the core values of the brand, Carrol Boyes has become a leading homeware retailer both locally and internationally. We are committed to delivering exceptional...


  • Cape Town, South Africa Carrol Boyes Full time

    Carrol Boyes is a renowned South African designer and manufacturer of functional art pieces, specializing in homeware and lifestyle products. With creativity, craftsmanship, and innovation being the core values of the brand, Carrol Boyes has become a leading homeware retailer both locally and internationally. We are committed to delivering exceptional...


  • Cape Town, South Africa Carrol Boyes Full time

    Carrol Boyes is a renowned South African designer and manufacturer of functional art pieces, specializing in homeware and lifestyle products. With creativity, craftsmanship, and innovation being the core values of the brand, Carrol Boyes has become a leading homeware retailer both locally and internationally. We are committed to delivering exceptional...


  • Cape Town, South Africa CaRRoL BoYeS Full time

    Carrol Boyes is a renowned South African designer and manufacturer of functional art pieces, specializing in homeware and lifestyle products. With creativity, craftsmanship, and innovation being the core values of the brand, Carrol Boyes has become a leading homeware retailer both locally and internationally. We are committed to delivering exceptional...


  • Cape Town, South Africa Adzuna ZA B C2 Full time

    Carrol Boyes is a renowned South African designer and manufacturer of functional art pieces, specializing in homeware and lifestyle products. With creativity, craftsmanship, and innovation being the core values of the brand, Carrol Boyes has become a leading homeware retailer both locally and internationally. We are committed to delivering exceptional...


  • Cape Town, South Africa O'Brien Recruitment Full time

    **Role Duties and Responsibilities**: - Develop and implement customer service policies and procedures to improve overall customer experience - Track and monitor key customer service metrics and report on performance to senior management - Collaborate with other departments to identify and resolve any issues impacting customer satisfaction - Implement...


  • Cape Town, South Africa F & G Sourcing Specialist Full time

    An exciting opportunity for a **Customer Services Manager** is available within a reputable Oil & Gas company in Cape Town. **Salary**: R663 664 inclusive of Pension Fund and medical aid **Requirements**: - Tertiary degree or equivalent diploma in Business Management or marketing - 3 years’ experience in Sales or Customer service - Experience in a...


  • Cape Town, South Africa Crocs South Africa Full time

    **Sales Operations** - Onboarding accounts including account setup, customer portals, reporting set up and CS training - Provide accounts with seasonal information - SAP Management including BP Maintenance, Account Set Up, VAS - WHS Location Management - Manage and set up VAS based on customer requirements and DSV - Operational Order book Management |...


  • Cape Town, South Africa Ikusasa Recruitment Group Full time

    Our client is looking for a customer service manager who has with 5 years’ experience in short term insurance industry with 2-3 years managing staff with an extensive knowledge of short Term Insurance to manage a team of service consultants Salary R650 000-00 pa plus Incentives plus pension plus medical plus Incentives plus 13th Cheque **Experience and...

  • Customer Service

    1 month ago


    Cape Town, South Africa Recruitment Matters (Pty) Ltd Full time

    **Responsibilities**: - Efficiently handling sales orders, ensuring accuracy and timeliness. - Capturing invoices upon receipt of stock and processing credit transactions. - Overseeing the non-muster stock from receipt to dispatch, including monthly stock takes and reporting. - Preparing back-order reports and sending updates. - Assisting with travel...


  • Cape Town, South Africa Bet.co.za Full time

    **The Company**:Bet.co.za **Role Name**: Customer Service Agent **Location**: Somerset Road, Green Point, Cape Town **Hours of work**: Weekday shift: 07h00-16h00 and 15h00-00h00, Weekend shift: 08h00-16h00 and 15h00-23h00 and on call schedule **Role summary**: A Customer Service Agent is required to improve customer satisfaction, customer service...


  • Cape Town, South Africa The Recruiters Full time

    A fantastic opportunity has come up for an outgoing person who is passionate about customer service. You will be required to call on 10 - 15 clients per day in order to ensure service level agreements are being met and that they are receiving excellent customer service. There is some flexibility in your day and you are required to self-manage your time. We...

  • Customer Service

    4 weeks ago


    Cape Town, South Africa MSD - CONSULTING Full time

    REQUIREMENTS: - Matric certificate required - Customer service experience 3 years + - Well articulated - Computer literate - Basic + Commission **Job Types**: Full-time, Permanent **Salary**: R6,000.00 per month


  • Cape Town, South Africa Sagen Advisory Full time

    To maintain excellent customer relationships through effective service delivery; to assist Account Managers with daily tasks with the objective of retaining and growing the defined portfolios. To actively resolve all client queries that have been escalated to Service Consultant within a reasonable timeframe and to actively identify leads for respective Key...


  • Cape Town, South Africa SA - Liner Business - Operations - Cape Town - Exports Full time

    **COORDINATOR CUSTOMER SERVICE EXPORT DOCUMENTATION - CAPE TOWN** **Job Purpose & Primary Job Responsibilities** **The purpose of this role is to ensure high quality customer service by delivering targets, objectives and customer satisfaction. Pro-active coordination and management of our customer portfolio and build strong customer relationships within...


  • Cape Town, South Africa Spitfire Home Full time

    We require a person to manage the administration and customer service for our furniture retail showrooms, factory and e-commerce site. The position entails - Admin for our showrooms including capturing, quoting, invoicing, stock control and reporting on Sage. All filing, managing of orders, expenses and customer service - Liaising with the bookkeeper -...


  • Cape Town, South Africa O'Brien Recruitment Full time

    A leading company in the brand enhancement and print industry, is seeking a dynamic and experienced individual to join their team as a Customer Services Consultant. They are committed to delivering superior service and value to their clients, and are looking for a professional who shares their dedication. **Educational Requirements**: - Matric with...


  • Cape Town, South Africa CallForce Direct Full time

    **Engen** **Specification** **Description** Customer Service consultant within the petroleum industry responsible for inbound customer care and client resolution. You will be required to build and maintain customer relationships through the facilitation of order fulfilment and query resolution via non face-to-face communication channels. **The successful...


  • Cape Town, South Africa Engen Full time

    **Purpose of the Job**: - To provide administration and general support to the customer service team in order to optimise strategies for customer improvement and for effective business operations **Who You Are**: - You are Dynamic, analytical and have high aptitude for learning - You are assertive and have passion to interact with people from all...


  • Cape Town, South Africa Isilumko Staffing Full time

    **Key duties and responsibilities**: Identify and assess customers' needs to achieve satisfaction, and proactively provide appropriate solutions or alternatives Handle customer complaints or concerns with empathy, patience, and professionalism, striving to resolve issues to the customer's satisfaction Maintain a high level of product knowledge to...