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Cape Town: Customer Service Manager posted by abc worldwide

Cape Town: Customer Service Manager posted by abc worldwide

Company
abc worldwide

Location
Western Cape

Job Type
Manufacturing Production

Job Description

Job Title: Customer Service Manager
Location: Cape Town (Head Office) with travel to Johannesburg as required
Reports to: General Manager of Operations

Position Overview

Stingray is seeking a highly experienced Customer Service Manager to lead our national customer service operations. This role oversees a high-volume, multi-channel service environment, managing both Cape Town and Johannesburg teams, ensuring exceptional service delivery to direct customers and retail partners. The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.

Key Responsibilities

  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.
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Required Skills & Experience

  • 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.

Key Competencies

  • 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.

Working Conditions

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

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