Sales Customer Service Manager

5 hours ago

Midrand, Gauteng, South Africa Timepers Full time R300 000 - R600 000 per year
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
  • 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
Salary: R negotiable dependent on experience
 
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