Sales Customer Service Manager

3 days ago

Johannesburg, South Africa Time Personnel Full time

**Job Overview**:

- **Application Deadline**: 3 January 2026
- **Job Location**: Johannesburg, Gauteng
- **Job Title**: Sales Customer Service Manager
- **Education Level**: Diploma
- **Job Level**: Management
- **Minimum Experience**: 5- 7 Years

**Sales Customer Service Manager required in Johannesburg.**:
Are you a proactive, results-driven leader with a passion for elevating customer service standards and transforming underperforming teams?

Our global client, a leader in operating systems with a thriving office in Midrand, is seeking a hands-on manager who can operate independently, mentor staff effectively, and consistently raise the bar on service delivery.

You’ll be joining a dynamic, youthful management team during an exciting phase of expansion into new industry sectors. This role requires a confident, resilient individual who can build high-performing teams and take ownership of all customer service metrics and data reporting.

**Requirements**:

- Matric, bachelor’s degree / Diploma in a relevant field (e.g. Business, Marketing, Management, Business Administration, or related field - Highly Advantageous
- 3-5 years of experience in managing sales, customer service, technical support or help desk teams
- Track record of achieving service targets, or demonstrable success in prior sales/customer-service roles
- Strong leadership and communication skills
- A proactive mindset and solution driven
- A passion for improving systems and helping people succeed

**Duties and Responsibilities**:

- Lead, mentor, and develop the help desk team to ensure high levels of performance and morale
- Set clear expectations and KPIs for help desk staff, holding them accountable for the daily actions required
- Build a culture of professionalism, accountability, and continuous improvement
- Hire new staff according to team requirements
- Train the team following quarterly reviews and where there are shortfalls in skills
- Develop and execute a help desk strategy that aligns with company goals and drives operational excellence
- Establish clear policies, procedures, and service standards to ensure consistency and high-quality support
- Document and update standard operating procedures (SOPs) to ensure consistency and compliance
- Motivate the team to consistently meet or exceed their KPIs.
- Serve as the final escalation point for critical or complex support cases
- Track and analyse key performance indicators (KPIs), including Ticket resolution times
- Prepare and present weekly reports to the Managing Directors, highlighting bottlenecks, network specific issues, and clear actions for improvement
- Conduct regular quality assurance checks to maintain service excellence

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