Customer Service Manager Claremont Cape Town

Our global client in financial services is looking for an experienced Customer Service Manager. You will be responsible for leading and managing the customer service team to ensure exceptional service delivery and customer satisfaction. This role involves developing customer service policies, handling escalated customer issues, and implementing strategies to improve service quality and efficiency.

Salary Negotiable – Hybrid role

Min Qualifications and requirements

• A degree in Business Administration, Management, or a related field.
• Proven experience of 5 years plus as a Customer Service Manager or in a similar leadership role within the finance/financial services industry.
• Strong understanding of customer service principles and practices.
• Exceptional communication and interpersonal skills.
• Proficiency in customer service software and CRM systems.
• Ability to analyze data and generate actionable insights.

Responsibilities

• Team Leadership and Management – Lead, mentor, and develop the customer service team to achieve performance goals.
• Conduct regular performance reviews and provide feedback and coaching.
• Customer Service Operations – Oversee daily operations of the customer service department.
• Develop and implement customer service policies and procedures to enhance service delivery.
• Customer Relationship Management – Handle escalated customer inquiries and complaints in a professional and timely manner.
• Build and maintain strong relationships with key customers and stakeholders.
• Performance Monitoring and Reporting
• Monitor and analyze customer service metrics and KPIs to identify areas for improvement.
• Prepare and present regular reports on customer service performance to senior management.
• Continuous Improvement
• Identify opportunities for process improvements and implement changes to enhance customer satisfaction.
• Training and Development – Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
• Ensure team members are equipped with the necessary tools and resources to perform their roles effectively.

FROGG Recruitment