Job Description
About the Role
EC Security is seeking an experienced and results-driven Customer Care Manager to oversee the Customer Care Department and ensure a high standard of service delivery across the business. This role is responsible for managing client interactions, resolving complaints, overseeing cancellations, and ensuring that all customer concerns are handled professionally, efficiently, and in line with company policies.
Key Responsibilities
- Manage the day-to-day operations of the Customer Care Department
- Supervise and support customer care staff to ensure consistent service standards
- Implement and maintain customer care procedures and workflows
- Monitor response times, case resolution, and service quality
- Act as the primary point of escalation for client complaints
- Liaise with internal departments (Operations, Technical, Control Room, Management) to resolve matters effectively
- Manage and oversee service cancellations in line with contractual terms
- Engage with clients to understand cancellation reasons and attempt retention where appropriate
- Identify trends in cancellations and provide feedback to management
Requirements
- Proven experience in a customer care, client service, or customer success management role
- Experience managing a team
- Strong complaint handling and conflict resolution skills
- Strong leadership and people-management skills
- Excellent verbal and written communication skills
- Ability to work under pressure and manage difficult conversations professionally
- Strong administrative and organisational skills
- High attention to detail
Qualifications
- Formal education/certifications (Bachelor’s, LLB, Matric, etc.)
Salary & Benefits
- Competitive salary and benefits package
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer service / support Jobs in West Johannesburg
In West Johannesburg, the customer service and support industry is generally thriving, driven by a growing economy and increasing demand for excellent customer experiences. Typically, companies across various sectors are investing in robust customer service teams to ensure they meet the expectations of their customers. This trend is often linked to the importance of building strong relationships with clients, fostering brand loyalty, and ultimately driving business growth.
When it comes to salaries for customer service and support positions in West Johannesburg, broad ranges can be expected. Typically, entry-level roles may command a salary range of R15 000 to R25 000 per annum, depending on the company size and industry sector. As experience and skills increase, so do the salary expectations, often falling within the R30 000 to R60 000 per annum bracket for more senior positions. However, it is essential to note that actual salaries can vary widely, influenced by factors such as the specific company, location, and individual performance.
Common skills required for customer service and support roles include strong communication and problem-solving abilities, a positive attitude, and a willingness to learn and adapt. Other key competencies typically include technical skills in software applications relevant to the industry sector, as well as an understanding of customer needs and expectations. Generally, companies seek candidates with excellent interpersonal skills, a keen sense of empathy, and a strong work ethic.
The customer service and support industry is often found in various sectors, including financial services, technology industry, manufacturing sector, and more. Companies in these sectors frequently require staff who can provide responsive, helpful, and professional service to customers. Industry experience and knowledge are also valuable assets for professionals seeking career advancement opportunities within this field.
For those interested in pursuing a career in customer service or support, there are several pathways to consider. Typically, entry-level positions offer an excellent starting point for new graduates or individuals transitioning into the workforce. As experience grows, so do opportunities for career progression and specialisation, often leading to more senior roles or leadership positions within the organisation.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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