Customer Service Operations Manager

2 weeks ago


Johannesburg, Gauteng, South Africa Afrihost Home Connect Full time
Customer Service Operations Manager

We are seeking a highly motivated and experienced Customer Service Operations Manager to oversee our customer service operations at Afrihost Home Connect. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring efficiency, productivity, and customer satisfaction.

Key Responsibilities:

  • Manage day-to-day operations of the customer service team, including performance monitoring and coaching.
  • Develop and implement strategies to improve efficiency and customer service quality.
  • Set performance goals for the team and individual representatives.
  • Monitor calls and provide constructive feedback to improve performance.
  • Handle escalated customer complaints and issues.
  • Ensure compliance with company policies and procedures.
  • Prepare regular reports and analyze customer service data to improve processes.
  • Train, coach, and mentor customer service agents.
  • Collaborate with other departments to optimize customer service delivery.
  • Stay updated on industry trends and best practices in customer service management.

Requirements:

  • Proven experience as a Customer Service Operations Manager or similar role in a fast-paced environment. Minimum of 3 years experience.
  • Strong leadership and managerial skills.
  • Excellent communication and interpersonal skills.
  • Ability to motivate and coach a team towards achieving goals.
  • Experience with customer service equipment and software.
  • Analytical mindset with the ability to make data-driven decisions.
  • Knowledge of performance evaluation and customer service metrics.
  • Ability to work under pressure and handle challenging situations effectively.


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