Customer Relations Manager

SUMMARY:
Umhlanga - Our client, a prestigious global organisation with a portfolio of luxury and financial services brands, is seeking an experienced Customer Relations Manager.

This senior role is responsible for leading client engagement strategy, upholding exceptional service standards, and mentoring Client Relations Officers to ensure every customer interaction reflects the brand’s premium positioning

POSITION INFO:
Key Responsibilities:

• Team Leadership & Training: Guide, mentor, and train the existing team of Client Relations Officers/Telesales Agents. Develop and implement coaching programs focused on advanced voice modulation and luxury client communication.
• Client Engagement: Personally handle interactions with high-value clients, delivering outstanding customer service and building strong, lasting relationships.
• Quality Assurance: Monitor team performance, call quality, and adherence to service level standards. Handle escalated customer queries with professionalism.
• Process Improvement: Assist with the development and refinement of customer service processes and best practices.
• Autonomy & Time Management: Manage your own time effectively to meet both individual and team-based operational and service targets.

• Proven experience in a senior customer relations, client services, or telesales training role, preferably within a luxury brand or high-end financial services environment.
• Knowledge of voice modulation, professional telephone etiquette, and sophisticated client engagement techniques.
• Demonstrable experience in training, coaching, or mentoring customer service or sales teams.
• Good communication, interpersonal, and leadership skills.
• A polished, professional presentation befitting a luxury brand ambassador.
• The ability to work independently and take ownership of the client relations function.
• Strong organizational skills and a strategic mindset.