Customer Service Director

2 weeks ago


Johannesburg, Gauteng, South Africa Network Contracting Solutions Full time

Key Responsibilities:

Lead daily operations in the customer services department

  • Hire, train, and manage a high-energy team
  • Prepare and present weekly reports, tracking key performance indicators (KPIs) and team progress
  • Drive efficiency within the department
  • Manage tech-related customer inquiries and collaborate with the technical team to resolve issues
  • Oversee the card allocation and distribution team
  • Monitor daily transactions and identify suspicious activities
  • Develop and implement customer service policies and standards
  • Collaborate with the product development team to ensure new features meet customer needs

What We're Looking For:

A proven track record in managing customer service teams in the online shopping or e-commerce industry

  • Strong background in messaging support channels
  • Excellent people management skills
  • Tech-savvy with knowledge of software systems used in customer service environments
  • Strong proficiency in Excel for tracking metrics

Qualifications and Experience:

  • Matric (Grade 12) or equivalent
  • A tertiary qualification in Business Management, Information Systems, or a related field
  • 6 to 8 years of experience managing customer service teams, particularly in the online shopping or FinTech industries


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