Customer Services Manager

Recruiter:

Call Centre Staffing

Job Ref:

CPT001838/LS

Date posted:

Thursday, June 26, 2025

Location:

Capetown, South Africa

Salary:

R30 000 Monthly

SUMMARY:
Our client, a leading UK-based online retail eCommerce business specialising in soft furnishings, is seeking an experienced Customer Services Manager to join their growing team. This is a fantastic work-from-home opportunity for a results-driven leader with a strong eCommerce customer service and remote team management background.

POSITION INFO:
The Role:
The Customer Services Manager, will be responsible for managing a remote support team of 20+ agents through 2 Team Leaders. The successful candidate will have demonstrable experience in online retail, with deep knowledge of tools like Zendesk, and a proven ability to report at Board level. They will lead the function, drive customer satisfaction, and foster high performance across the team.
Key Responsibilities:

Lead and manage a remote team including 2 Team Leaders and over 20 customer service agents.
Oversee daily operations, ensuring KPIs, SLAs, and customer satisfaction metrics are met.
Provide detailed performance reports and insights to the Board of Directors.
Maintain and optimise Zendesk workflows and ensure effective ticket handling.
Coach, motivate, and develop remote employees to achieve their full potential.
Drive initiatives that enhance customer experience and reduce response/resolution times.
Handle high-level customer escalations with professionalism and speed.
Collaborate with internal departments to align service delivery with wider business goals.

Requirements:

Minimum of 4 years’ experience in a Customer Services Manager role within eCommerce/online retail.
Strong background in managing remote support teams and leading through Team Leaders.
Proficient in using Zendesk (or similar platforms) to manage customer interactions.
Proven ability to communicate with and report to Board-level stakeholders.
Motivational leadership style with a passion for developing people.
Analytical mindset with a focus on continuous improvement.

What’s on Offer:

Remote- working
Opportunity to work with a forward-thinking, growing online retail brand.
Competitive salary.
A chance to lead and influence a key area of the business.

Similar jobs you might be interested in:

Customer Services Manager
Location: Cape Town
Salary: R30 000 Monthly
Our client, a leading UK-based online retail eCommerce business specialising in soft furnishings, is seeking an experienced customer services manager to join their growing team. This is a fantastic work-from-home opportunity for a results-driven leader with a strong eCommerce customer service and remote team management background.
Today

Customer Services Manager
Location: Cape Town
Salary: R30 000
Our client, a leading UK-based online retail eCommerce business specialising in soft furnishings, is seeking an experienced customer services manager to join their growing team. This is a fantastic work-from-home opportunity for a results-driven leader with a strong eCommerce customer service and remote team management background.
1 day ago

Customer Services Team Leader
Location: Cape Town
Salary:
Our client is seeking an experienced customer Service Leader to enhance the team’s capability in handling customer complaints effectively with a customer first approach. The ideal candidate will possess strong leadership skills, with a background in team management and a proven record of delivering exceptional customer service. While driving continuous improvement based on the feedback recei...
1 day ago

Customer Consultant - Financial Services
Location: Cape Town
Salary: 8000 Monthly
customer Consultant position available for a person with experience in the Financial services sector
13 days ago

Italian-Speaking Customer Services Representative
Location: Capetown
Salary: Monthly Salary
Location: In office, Cape Town
6 days ago

Regional Administrator
Location: Cape Town
Salary: R 200 000.00 Annually
Our client that is based in Midrand is seeking to appoint a Regional Administrator for a period of (24 months) to join their team in Cape Town.
Today

Sales Executive
Location: Paarl, Western Cape
Salary: Annual Salary
Sales Executive
3 days ago

Group Accountant
Location: Cape Town
Salary: 400 000
Join a dynamic, fast-growing international business that’s redefining its niche sector across four continents! This exciting opportunity is ideal for an accounting professional ready to step into a pivotal role supporting global operations.
7 days ago

Regional Technical Support Specialist
Location: Capetown
Salary: Above-Market related available/negotiable
An experienced REGIONAL TECHNICAL SUPPORT SPECIALIST is required for permanent employment based in Cape Town (Western Cape region).
7 days ago

Compliance Associate
Location: Cape Town
Salary: 200 000 Annually
Join a next-generation asset manager on a mission to reshape the future of finance. As a Compliance Associate, you’ll dive into real-world regulation, helping to build smooth, secure onboarding and monitoring processes that support both growth and integrity. This is your chance to work across cutting-edge fintech teams, gain rare exposure, and grow your career in a fast-moving, global enviro...
9 days ago