Customer Services Manager

Recruiter:

Call Centre Staffing

Job Ref:

CPT001838/LS

Date posted:

Thursday, June 26, 2025

Location:

Cape Town, South Africa

Salary:

R30 000 Monthly

SUMMARY:
Our client, a leading UK-based online retail eCommerce business specialising in soft furnishings, is seeking an experienced Customer Services Manager to join their growing team. This is a fantastic work-from-home opportunity for a results-driven leader with a strong eCommerce customer service and remote team management background.

POSITION INFO:
The Role:
The Customer Services Manager, will be responsible for managing a remote support team of 20+ agents through 2 Team Leaders. The successful candidate will have demonstrable experience in online retail, with deep knowledge of tools like Zendesk, and a proven ability to report at Board level. They will lead the function, drive customer satisfaction, and foster high performance across the team.
Key Responsibilities:

Lead and manage a remote team including 2 Team Leaders and over 20 customer service agents.
Oversee daily operations, ensuring KPIs, SLAs, and customer satisfaction metrics are met.
Provide detailed performance reports and insights to the Board of Directors.
Maintain and optimise Zendesk workflows and ensure effective ticket handling.
Coach, motivate, and develop remote employees to achieve their full potential.
Drive initiatives that enhance customer experience and reduce response/resolution times.
Handle high-level customer escalations with professionalism and speed.
Collaborate with internal departments to align service delivery with wider business goals.

Requirements:

Minimum of 4 years’ experience in a Customer Services Manager role within eCommerce/online retail.
Strong background in managing remote support teams and leading through Team Leaders.
Proficient in using Zendesk (or similar platforms) to manage customer interactions.
Proven ability to communicate with and report to Board-level stakeholders.
Motivational leadership style with a passion for developing people.
Analytical mindset with a focus on continuous improvement.

What’s on Offer:

Remote- working
Opportunity to work with a forward-thinking, growing online retail brand.
Competitive salary.
A chance to lead and influence a key area of the business.

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