Customer Care Manager

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 Department Oversight 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. Key Responsibilities Leadership & Team Management - Lead Frontline, After-Sales, and Technical teams. - Conduct daily “morning huddles” to align priorities and tickets. - Manage schedules, weekend rotations, and call-outs. - Implement cross-training to reduce single-role dependency. - 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. - Oversee SLA compliance for repairs, installations, and call-outs. - Maintain SOPs and approved communication templates. 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. 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 & Requirements - 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.