Senior Customer Service Manager

SUMMARY:

POSITION INFO:
This role is ideal for a customer-focused operational leader who is passionate about driving service excellence, improving customer experiences, and ensuring high-performing support teams. The successful candidate will take ownership of customer service operations, improve response and resolution times, drive SLA compliance, and implement processes that deliver exceptional customer outcomes. This role is based in Bryanston, Johannesburg North Key Responsibilities: Customer Service Leadership Oversee customer service delivery across support functions. Ensure customer queries, incidents, and service requests are handled promptly and professionally. Monitor response and resolution times and drive customer satisfaction improvements. Establish and maintain customer communication standards. Identify service delivery gaps and implement corrective measures. SLA & Ticket Management Monitor ticket queues to ensure customer requests are acknowledged, assigned, tracked, and resolved. Drive compliance with service-level agreements (SLAs). Manage escalations and ensure timely resolution of customer issues. Identify recurring service challenges and implement preventive measures. Address overdue, unresolved, or incorrectly managed support tickets. Team Leadership & Performance Management Lead and develop customer support teams to achieve service excellence. Establish clear performance expectations and accountability measures. Identify coaching, training, and development opportunities. Work closely with technical and operational teams to resolve customer issues efficiently. Foster a culture of accountability, continuous improvement, and customer-centricity. Reporting & Continuous Improvement Develop and monitor service delivery KPIs, including response times, resolution times, SLA compliance, and ticket backlogs. Prepare regular performance and service delivery reports for management. Drive service improvement initiatives that enhance customer satisfaction and operational efficiency. Job Experience and Skills Required Proven experience in Customer Service Management, Service Delivery Management, or Contact Centre Operations. Demonstrated experience leading customer-facing support teams. Strong understanding of SLA management, customer escalations, and service performance metrics. Experience working with ticketing systems, CRM platforms, or service desk environments. Strong leadership, problem-solving, and conflict-resolution skills. Excellent communication and stakeholder management abilities. Ability to manage multiple priorities in a fast-paced environment. Experience implementing customer service improvement initiatives. Exposure to multi-departmental or multi-product service environments. Apply now! For more exciting (Finance\/ Engineering\/ IT \/ Supply Chain \/ Commercial & C-Suite) vacancies, please visit: If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles \/ positions.