Job Description
About the Role
The Client Care Manager will be responsible for leading and managing a customer care team to achieve performance targets, ensuring delivery against service levels and Key Performance Indicators (KPIs), and driving improvements in customer experience and processes.
Key Responsibilities
- Lead, manage, and motivate the customer care team to achieve performance targets
- Monitor service levels and ensure delivery against SLAs and KPIs
- Handle escalated customer queries and ensure timely resolution
- Analyse customer trends and provide reporting on team performance and service metrics
- Collaborate with internal departments to enhance customer experience and processes
- Implement and improve customer service workflows and best practices
- Conduct performance reviews, coaching, and ongoing team development
- Ensure compliance with company policies, procedures, and operational standards
Requirements
- Proven experience in a customer care/call centre management role
- Strong leadership and team management experience
- Advanced computer literacy, including Microsoft Excel and MS Office 365
- Experience with customer service systems advantageous (e.g. Freshdesk or similar)
- Knowledge of FICA compliance advantageous
- Excellent verbal and written communication skills
- Strong analytical and reporting capability
- Ability and willingness to work shifts
Qualifications
- Formal education/certifications not specified
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Office Automation Jobs in Gauteng
In Gauteng, South Africa, the office automation field is experiencing steady growth due to the increasing demand for digital transformation and process efficiency. Typically, this sector drives business operations forward by automating routine tasks, improving data management, and enhancing overall productivity. Generally, office automation roles are in high demand across various industries, making it an attractive career path for job seekers.
When it comes to salaries, it’s essential to note that salary ranges vary widely depending on factors such as experience, company size, and industry sector. Broadly speaking, a common salary range for office automation professionals in Gauteng is typically between R500 000 to R1 million per annum, with some senior roles potentially exceeding this amount. However, please be aware that actual salaries may differ significantly due to individual circumstances.
Common skills required for office automation roles include proficiency in Microsoft Office software, experience with document management systems, knowledge of cloud-based applications, programming languages such as Python or Java, and data analysis skills. Typically, candidates with a degree in information technology or a related field are well-suited for these roles. Additionally, strong analytical and problem-solving skills, attention to detail, and excellent communication abilities are often essential.
Office automation professionals can be found across various industries, including the financial services sector, technology industry, manufacturing sector, and public administration. These roles often involve working closely with colleagues to implement process improvements, ensure data accuracy, and maintain system integrity.
Career development opportunities abound for office automation professionals in Gauteng. Typically, job seekers can expect career progression through promotions to senior roles or specialising in a specific area of interest, such as cloud computing or cybersecurity. Many companies also offer training and development programs to equip employees with the latest skills and technologies. By acquiring new skills and staying up-to-date with industry trends, office automation professionals can enjoy a fulfilling and rewarding career in this dynamic field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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