Job Description
About the Role
A rapidly expanding organization operating in the utilities, engineering services and water management sector is seeking an accomplished Customer Service Manager to lead and elevate its B2B customer service function. You will play a central role in shaping service standards, developing CRM capabilities, supporting account management teams, and ensuring seamless delivery across technically complex, contract-driven environments.
Key Responsibilities
- Lead, supervise and develop the customer service team to ensure high levels of professionalism and responsiveness.
- Establish and maintain service standards, KPIs and performance frameworks.
- Motivate, coach and mentor team members to foster continuous improvement.
- Collaborate with engineering, operations, sales and procurement teams for effective service delivery.
- Contribute to the design, development and optimization of CRM systems (e.g., HubSpot, Salesforce).
- Support recruitment, onboarding and development of Account Managers.
- Ensure a seamless, positive customer journey from onboarding to long-term service execution.
Requirements
- 10 years of relevant industry experience, including 5 years in a management or supervisory role.
- Strong background in B2B customer service within utilities, engineering services, water management or related technical sectors.
- Experience establishing service KPIs, performance metrics and quality standards.
- Proven leadership skills with the ability to motivate and guide teams.
- Experience working cross-functionally with technical and operational departments.
- CRM development or implementation experience (HubSpot, Salesforce or equivalent).
- Strong exposure to commercial functions such as quoting, contract management and capital works proposals.
- Ability to operate independently, demonstrating initiative and strong problem-solving capabilities.
Qualifications
- Bachelor’s degree in Business, Commerce, Law or related field
Salary & Benefits
The salary for this role is not specified.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Engineering Jobs in Cape Town Region
In the Cape Town region, South Africa, the engineering job market is generally thriving, with a strong demand for skilled professionals across various industries. The field of engineering is in high demand due to the country’s growing infrastructure development and manufacturing sectors. Typically, engineering jobs in this region require a combination of technical expertise, problem-solving skills, and excellent communication abilities.
When it comes to salary expectations, it’s common to expect broad ranges depending on factors like experience, company size, and industry sector. For example, engineers with 0-5 years of experience can typically expect salaries ranging from R400 000 to R700 000 per annum, while those with 10+ years of experience may earn between R800 000 and R1 500 000 per year. However, these figures are general estimates and may vary widely depending on individual circumstances.
Common skills for engineering roles in the Cape Town region include proficiency in CAD software, programming languages like Python or Java, and strong analytical and problem-solving skills. Many employers also place a high value on collaboration and teamwork, as well as excellent communication and leadership abilities. Other valuable skills include project management, data analysis, and adaptability to new technologies.
The engineering industry is diverse and encompasses various sectors, including technology, manufacturing, financial services, and infrastructure development. These industries often require engineers with specialized knowledge, such as mechanical, electrical, or civil engineering expertise. The demand for skilled engineers is high across these sectors, making it an attractive career path for those interested in technical work.
In terms of career progression, engineers can expect opportunities to move into senior roles, lead projects, and take on management positions. Many also pursue further education and training, such as a Master’s degree or certification in a specific field, to advance their careers and stay up-to-date with industry developments.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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