Customer Service Manager

Reports to: General Manager of Operations

Position Overview

The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.

1. Operational Leadership

• Oversee daily operations of the Cape Town main hub and Johannesburg team.
• Manage a call centre-style customer service team handling inbound calls from direct customers and retailers, as well as a high-volume administrative email inbox.
• Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
• Manage the Returns Clerk and oversee receiving processes for goods returned.

1. Performance Management & Reporting

• Set clear performance targets and KPIs for all team members.
• Analyse service data, create regular reports, and present actionable insights to senior management.
• Monitor call and email handling efficiency, turnaround times, and service quality.

1. Process Improvement & Efficiency

• Identify operational bottlenecks and implement new processes to enhance efficiency.
• Ensure seamless coordination between customer service, technical, and returns functions.
• Introduce tools and systems that improve workflow and customer experience.

1. Stakeholder & Cross-Functional Engagement

• Collaborate with internal departments to resolve escalated issues promptly.
• Maintain strong relationships with retail partners and other key stakeholders.
• Participate in strategic discussions to align customer service operations with company objectives.

1. Team Development

• Recruit, train, and mentor team members to ensure high performance and engagement.
• Foster a culture of accountability, service excellence, and continuous improvement.

• Minimum 5 years’ experience in a senior customer service management role, preferably in a high-volume environment.
• Proven track record of managing call centre teams and technical service staff.
• Strong analytical skills with experience in data reporting and performance tracking.
• Demonstrated ability to implement and manage process improvements.
• Excellent leadership, coaching, and conflict resolution skills.
• Strong administrative and organisational abilities.
• Willingness and ability to travel to Johannesburg when required.

• Leadership & People Management – Able to inspire, motivate, and drive results.
• Operational Excellence – Skilled in streamlining processes and managing complex workflows.
• Customer Focus – Committed to delivering a superior customer experience.
• Problem-Solving – Quick to identify issues and implement effective solutions.
• Resilience – Capable of handling high-pressure situations with professionalism.

• Based at the Cape Town Head Office.
• Occasional travel to Johannesburg is required.
• Full-time position, with flexibility to manage operational demands.