Customer Service Manager

SUMMARY:
Take ownership of a customer-centric leadership role where your ability to drive service excellence, lead high-performing teams, and enhance the customer experience will directly influence client satisfaction, retention, and business success.

POSITION INFO:

Company and Job Description:

A leading organisation within the logistics and cargo sector is seeking an experienced Customer Service Manager to champion customer experience, service delivery, and operational support across a national footprint. This role is ideal for a proactive leader who is passionate about building strong customer relationships, driving service improvements, and ensuring exceptional client experiences in a fast-paced environment.

Working closely with operational teams and key stakeholders, you will be responsible for ensuring service levels are consistently achieved, customer concerns are proactively addressed, and service delivery processes continuously evolve to meet business and client expectations. This is a highly visible leadership position offering the opportunity to influence customer retention, employee engagement, and overall business performance.


Key Responsibilities:

• Lead the national customer service function, ensuring exceptional service delivery and customer satisfaction.
• Develop and implement customer experience strategies that enhance client engagement, loyalty, and retention.
• Manage and resolve escalated customer complaints and service-related issues, ensuring timely and effective resolution.
• Build and maintain strong relationships with clients, internal stakeholders, and service providers to ensure seamless service delivery.
• Monitor and report on customer service KPIs, customer feedback, service trends, and operational performance metrics.
• Drive continuous improvement initiatives aimed at enhancing service quality, customer satisfaction, and operational efficiency.
• Lead, coach, and develop customer service teams to foster a high-performance, customer-focused culture.
• Ensure adherence to service level agreements (SLAs) and identify opportunities to improve customer outcomes.
• Collaborate with operational teams to align service delivery objectives with customer expectations.
• Manage departmental budgets, resource planning, and workforce optimisation initiatives.

• Diploma or Degree in Business Management, Customer Service, Operations Management, or a related field (NQF Level 7).

• 5+ years' experience in Customer Service Management, Client Services, or Service Delivery Management.
• Proven experience leading customer-facing teams in a high-volume, fast-paced environment.
• Experience within logistics, transportation, cargo, aviation, supply chain, or related service industries will be advantageous.
• Demonstrated success in improving customer satisfaction, retention, and service performance.
• Experience managing stakeholder relationships, escalations, and service delivery frameworks.
• Exposure to HR, performance management, and employee relations matters.

• Strong customer service leadership and stakeholder management capabilities.
• Excellent conflict resolution and complaint-handling skills.
• Ability to build and maintain long-term customer relationships.
• Strong analytical and reporting skills with a data-driven approach to service improvement.
• Advanced communication, presentation, and interpersonal skills.
• Proficiency in Microsoft Office and customer service reporting systems.
• Strong problem-solving and decision-making abilities.

• Knowledge of labour legislation including BCEA, LRA, and EEA.
• Ability to work in a high-pressure, service-driven environment.
• Valid driver's licence and own transport.
• Strong emotional intelligence, resilience, and leadership maturity.
• Passion for customer experience, continuous improvement, and service excellence.