Customer Service Manager

SUMMARY:
Customer Service Manager

POSITION INFO:
Qualification

• Matric / Senior Certificate
• N6 Electrical Engineering, Diploma in Electrical Engineering, or equivalent qualification.
• Project Management qualification advantageous.

• Minimum 3-5 years' experience within the electrical, lighting, or related industry.
• Proven experience in customer service management and after-sales support.
• Experience managing maintenance or installation teams.
• Strong project management experience.
• Demonstrated fault-finding and troubleshooting capability within electrical installations.
• Experience resolving customer complaints and managing service delivery processes.
• Customer-focused with strong relationship management skills.
• Excellent communication and stakeholder management abilities.
• Strong project planning and organisational skills.
• Analytical thinking and problem-solving capability.
• High attention to detail and accuracy.
• Results-oriented with a strong sense of urgency.
• Ability to work under pressure and manage multiple priorities.
• Leadership and team management capability.
• Sound decision-making and accountability.
• High levels of customer satisfaction and retention.
• Timely resolution of customer queries and service issues.
• Effective management of maintenance and remedial projects.
• Improved communication and coordination between Sales, Production, and Customers.
• Accurate reporting and documentation.
• Compliance with safety and quality standards.
• Due to the inherent requirements of the role, the successful candidate will also need to be n possession of a valid, unendorsed drivers license;
• Must be willing and able to pass a full medical examination, including a drug test as required by site regulations;
• Provide us with qualifications as required

• Customer Service & Relationship Management
• Manage all after-sales customer service activities and service-related enquiries.
• Act as the primary escalation point for customer complaints, defects, and service issues.
• Ensure customer concerns are addressed promptly and professionally.
• Maintain strong customer relationships and drive customer satisfaction.
• Maintenance & Service Delivery
• Plan, schedule, and oversee all maintenance and remedial work following project completion.
• Manage maintenance teams, subcontractors, and external service providers.
• Ensure all resources, equipment, materials, PPE, and labour requirements are available for service calls.
• Monitor service quality and ensure work is completed safely and to the required standard.
• Project Coordination & Issue Resolution
• Manage customer-related projects, maintenance activities, and corrective actions from inception to completion.
• Investigate installation faults and recurring issues, identifying root causes and implementing corrective actions.
• Liaise with Production regarding quality concerns, product failures, and recurring technical issues.
• Ensure project and service milestones are achieved within agreed timelines.
• Communication & Reporting
• Serve as the primary communication channel between Customers, Sales, Production, Operations, and at times input to Directors level.
• Provide regular reports on customer service performance, maintenance activities, project status, and outstanding issues.
• Ensure accurate recording of customer interactions, service requests, corrective actions, and project outcomes.
• Escalate critical customer, safety, or operational issues where necessary.
• Compliance & Health & Safety
• Ensure compliance with company policies, customer site requirements, and Occupational Health & Safety regulations.
• Ensure all incidents, accidents, and safety concerns are reported and managed appropriately.
• Promote professional conduct, safe work practices, and high housekeeping standards across all customer sites.