Customer Care Manager

3 months ago

Johannesburg, South Africa HireUp Full time

The Customer Care Manager will be responsible for leading and managing the customer service team to ensure the highest levels of customer satisfaction. This role involves developing and implementing customer service policies and procedures, overseeing the resolution of customer issues, and working closely with other departments to ensure seamless service delivery. The Customer Care Manager will also analyze customer feedback and service metrics to identify areas for improvement and drive customer loyalty and retention.

Key Responsibility Areas

1. Leadership and Management:

  • Lead, mentor, and develop the customer care team, providing guidance and support to ensure high performance and professional growth.
  • Conduct regular team meetings to discuss updates, address issues, and share best practices.

2. Customer Service Strategy:

  • Develop and implement customer service policies, procedures, and standards to ensure a consistent and high-quality customer experience.
  • Set and monitor customer service performance metrics and targets.

3. Issue Resolution:

  • Oversee the resolution of customer complaints and issues in a timely and effective manner. 
  • Escalate complex customer issues to senior management when necessary.

4. Cross-Departmental Collaboration:

  • Work closely with other departments (e.g., Sales, Marketing, Product Development) to ensure a cohesive approach to customer service and to resolve cross-functional issues.
  • Provide insights and feedback to other departments based on customer interactions and feedback.

5. Performance Analysis:

  • Analyze customer service metrics and customer feedback to identify trends and areas for improvement. 
  • Prepare and present reports on customer service performance to senior management.

6. Customer Engagement:

  • Develop initiatives to enhance customer engagement and loyalty. 
  • Implement and manage customer satisfaction surveys and other feedback mechanisms.

7. Training and Development:

  • Develop and deliver training programs for the customer care team to ensure they have the necessary skills and knowledge to provide excellent customer service.
Qualifications:

Education:

  • Bachelors degree in Business Administration, Management, or a related field.

Experience:

  • Must have construction/agriculture industry experience
  • Minimum of 5 years of experience in customer service, with at least 2 years in a managerial or supervisory role.

Skills:
  • Strong leadership and team management skills. 
  • Excellent communication and interpersonal skills.
  • Ability to handle and resolve conflicts effectively.
  • Analytical skills to assess performance metrics and customer feedback.
  • Proficiency in customer service software and tools.
  • Ability to work collaboratively across departments.

Personal Attributes:

  • Customer-focused mindset with a passion for delivering exceptional service.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work under pressure and manage multiple priorities.
  • Proactive and self-motivated with a positive attitude.
Working Conditions:
  • Full-time position based in Johannesburg (relocation clause)
  • May require occasional travel for training or meetings.

  • Care Worker

    5 months ago

    Johannesburg, South Africa National Renal Care Full time

    National Renal Care is a leading comprehensive kidney disease management provider in South Africa. Our organisation fosters a collaborative work environment where compassion, digital innovation, and clinical excellence merge to deliver high-quality care to individuals with compromised organ function. At National Renal Care, we are committed to being an...

  • Customer Care Manager

    2 weeks ago

    Johannesburg, South Africa Unique Personnel Ltd Full time

    Key Accountable Responsibilities Manage and direct the Customer Care team to achieve exceptionally high standards of customer care at every interaction with potential or existing clients. Ensure that SLAs are adhered to in client query resolution Ensure that the quality control of every interaction with the clients is as per the standard set. Analyse...

  • Customer Care Manager

    5 months ago

    Johannesburg, South Africa L'Oreal Full time

    Mission: Oversees all aspects and is accountable for the Care strategy, the Care Engagement, and the standards of service provided (Efficiency, consumer and employee satisfaction, Business outcome, brand image & reputation, and budget requirements). **Main activities** **0-5% engagement** - Transmit the voice of the brand to the division to frame...

  • Customer Care Operations Manager

    1 week ago

    Johannesburg, Gauteng, South Africa The Recruiters Full time

    Job Description:The Recruiters is looking for a highly skilled Customer Care Operations Manager to join our team. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our Customer Care team.Key Responsibilities:- Supervise and manage a team of Customer Care Consultants to ensure quality assurance...

  • Customer Care Supervisor

    7 months ago

    Johannesburg, South Africa Sandi Crowther Recruitment Full time

    Gauteng, JHB - Central **Hyde Park, Gauteng. **Fast - growing company within the Telecommunications industry seeks Customer Care Supervisor with strong leadership and coaching capabilities, and previous relevant experience in managing a team. - The Customer Care Supervisor will be responsible for monitoring, managing, and upskilling the Customer Care...

  • Customer Care Director

    2 weeks ago

    Johannesburg, Gauteng, South Africa Unique Personnel Ltd Full time

    Key Accountable ResponsibilitiesManage and direct the Customer Care team to deliver exceptional customer experiences at every interaction.Ensure that service level agreements (SLAs) are met in client query resolution.Implement quality control processes to maintain standards in client interactions.Drive innovation in telephony and customer engagement...

  • Customer Care Learner

    5 months ago

    Johannesburg, South Africa Givaudan Full time

    Step into our world of creativity and joy! Customer Care Learner - Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good....

  • Customer Care Manager, South Africa

    5 months ago

    Johannesburg, South Africa Boston Scientific Corporation Full time

    **Work mode**:Hybrid**Onsite Location(s)**:Johannesburg, South Africa**Additional Locations**: N/A**Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance** - At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some...

  • Customer Care Manager, South Africa

    2 weeks ago

    Johannesburg, South Africa Boston Scientific Corporation Full time

    **Work mode**:Hybrid**Onsite Location(s)**:Johannesburg, ZA**Additional Locations**: N/A**Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance** - At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the...

  • Customer Care Manager, South Africa

    5 months ago

    Johannesburg, South Africa Boston Scientific Corporation Full time

    **Work mode**:Hybrid**Onsite Location(s)**:Johannesburg, ZA**Additional Locations**: N/A**Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance** - At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the...

  • Customer Care Assistant Eastrand

    5 months ago

    Johannesburg, South Africa Affirmative Portfolios Full time

    Customer Care Assistant EASTRAND FMCG / Retail JHB East, Johannesburg - Gauteng Customer Care Assistant East Rand R58 800pa **Overview**: Our client, a leading retail company with a nationwide presence, boasting a network of 200 stores strategically located across the country has several Customer Care Assistant vacancies available in the East Rand. **Key...

  • Customer Care Manager, South Africa

    1 week ago

    Johannesburg, South Africa Boston Scientific Corporation Full time

    Work mode: Hybrid Onsite Location(s):Johannesburg, ZA Additional Locations: N/A Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important...

  • Customer Care Team Lead

    3 weeks ago

    Johannesburg, Gauteng, South Africa The Recruiters Full time

    Job Title: Customer Care Team LeadJob Summary:We are seeking a highly skilled Customer Care Team Lead to join our team at The Recruiters. As a Customer Care Team Lead, you will be responsible for leading a team of Customer Care Consultants to ensure quality assurance standards and to action higher-level query resolutions.Key Responsibilities:Supervise...

  • Customer Care Agent

    5 months ago

    Johannesburg, South Africa One Source Direct Full time

    **Job description** Customer Care Consultant Needed Our company, One Source Direct, is searching for a Customer Care Consultant on behalf of Zoom Fibre. Main Purpose of the Job? Set and drive superior experience for Zoom Fibre Partners (ISP’s, resellers, internal and end users) through management of all customer escalations directed to ZF Partner...

  • Customer Care Assistant Eastrand

    5 months ago

    Johannesburg, South Africa Affirmative Portfolios Full time

    **FMCG / Retail** **JHB East, Johannesburg - Gauteng** ***: **Customer Care Assistant** **East Rand** **R58 800pa** **Overview**: Our client, a leading retail company with a nationwide presence, boasting a network of 200 stores strategically located across the country has several Customer Care Assistant vacancies available in the East Rand. **Key...

  • Customer Care Agent

    2 months ago

    Johannesburg, South Africa Cartrack Full time

    **Listing reference**: cartr_000557**Listing status**: Online- **Position summary** **Industry**:Telecommunication Services **Job category**:Service Advisor **Location**:Johannesburg **Contract**:Permanent **EE position**:No **Introduction** - We have a great opportunity for seasoned Customer Care Agents! We’re a world-leading smart mobility tech...

  • Customer Care Manager, South Africa

    2 weeks ago

    Johannesburg, South Africa Boston Scientific Full time

    Additional Locations:  N/ADiversity - Innovation - Caring - Global Collaboration - Winning Spirit - High PerformanceAt Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest...

  • Customer Care Assistant Johannesburg North

    5 months ago

    Johannesburg, South Africa Affirmative Portfolios Full time

    Customer Care Assistant JOHANNESBURG NORTH FMCG / Retail JHB North, Johannesburg - Gauteng Customer Care Assistant Johannesburg North R58 800pa **Overview**: Our client, a leading retail company with a nationwide presence, boasting a network of 200 stores strategically located across the country has several Customer Care Assistant vacancies available in...

  • Senior Customer Care

    5 months ago

    Johannesburg, South Africa Medtronic Full time

    **Careers that Change Lives** By joining Customer Care & Order Operations (CCOO), you will get a unique opportunity to drive customer experience through technology innovation and contribute to bringing our Mission to patients all over the world. Working in CCOO means being close to our customers and critical people inside hospitals, (nurses, physicians,...

  • Customer Care Assistant Johannesburg North

    5 months ago

    Johannesburg, South Africa Affirmative Portfolios Full time

    **FMCG / Retail** **JHB North, Johannesburg - Gauteng** ***: **Customer Care Assistant** **Johannesburg North** **R58 800pa** **Overview**: Our client, a leading retail company with a nationwide presence, boasting a network of 200 stores strategically located across the country has several Customer Care Assistant vacancies available in Johannesburg...