Sales Customer Service Manager

SUMMARY:
Are you a focused, driven manager who leads by example and can turn around and uplift the standard of underperforming customer service teams?
 
Our global client specializing in operating systems, with their office based in Somerset West needs an independently managed individual who can mentor and consistently raise service standards while driving results.
 
Working alongside a young vibrant management team, join this journey of their expansion into new industry sectors. We require a strong character to build up successful teams and manage overall data reporting.

POSITION INFO:
REQUIREMENTS

• Matric, bachelor’s degree / Diploma in a relevant field (e.g. Business, Marketing, Management, Business Administration, or related field – Highly Advantageous
• 3–5 years of experience in managing sales, customer service, technical support or help desk teams
• Track record of achieving service targets, or demonstrable success in prior sales/customer-service roles
• Strong leadership and communication skills
• A proactive mindset and solution driven
• A passion for improving systems and helping people succeed

• Lead, mentor, and develop the help desk team to ensure high levels of performance and morale
• Set clear expectations and KPIs for help desk staff, holding them accountable for the daily actions required
• Build a culture of professionalism, accountability, and continuous improvement
• Hire new staff according to team requirements
• Train the team following quarterly reviews and where there are shortfalls in skills
• Develop and execute a help desk strategy that aligns with company goals and drives operational excellence
• Establish clear policies, procedures, and service standards to ensure consistency and high-quality support
• Document and update standard operating procedures (SOPs) to ensure consistency and compliance
• Motivate the team to consistently meet or exceed their KPIs.
• Serve as the final escalation point for critical or complex support cases
• Track and analyse key performance indicators (KPIs), including Ticket resolution times
• Prepare and present weekly reports to the Managing Directors, highlighting bottlenecks, network specific issues, and clear actions for improvement
• Conduct regular quality assurance checks to maintain service excellence