Johannesburg East, Johannesburg - Gauteng - South Africa
Are you ready to lead a dynamic team that provides world-class customer service? We are seeking a skilled Customer Service Manager to oversee our clients Inbound and Outbound CRM support operations within the manufacturing sector. Reporting directly to the Line Manager for Sales and marketing, you'll play a pivotal role in driving excellence and efficiency across our call centre. Operational Call Centre experience essential.
Your responsibilities will include cultivating a high-performance culture, ensuring unparalleled product knowledge, maintaining productivity targets, upholding governance and compliance standards, and implementing performance monitoring and reporting systems.
Qualifications & Experience:
- Degree or Diploma in Business Management.
- Minimum 5 years of management experience in a Call Centre environment.
- Proficiency in MS Office Suite, SAP ERP Systems, CRM platforms (Salesforce advantageous), and BI Platforms.
- Familiar with Social platforms & complaints handling
- Knowledge of Call Centre Management systems
- Strong leadership abilities with a focus on team development and performance management.
- Very good writing skills attention to detail
- Attention to detail and proficiency in data analysis and reporting.
- Ability to adapt to changing priorities and drive continuous improvement initiatives.
- Excellent communication skills, with proficiency in three or more of the 11 official SA languages being beneficial.
- Dedication to providing exceptional customer service and fostering a customer-first culture.
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