Customer Service Manager

Job Description:

Telkom SA is seeking a dynamic and experienced Customer Service Manager to join our team in Soweto, Gauteng. As a Mid-to-Senior level professional with at least 8 years of experience in customer service, you will be responsible for managing a team of customer service representatives and ensuring that the highest level of customer satisfaction is achieved.

Responsibilities: 1. Develop and implement customer service policies and procedures to ensure efficient and effective operations. 2. Train, supervise and mentor customer service representatives to provide exceptional service to customers. 3. Handle escalated customer complaints and ensure timely resolution. 4. Monitor and analyze customer service performance metrics to identify areas for improvement. 5. Collaborate with other departments to improve overall customer experience. 6. Stay up-to-date on industry trends and best practices in customer service. 7. Implement strategies to increase customer retention and loyalty. 8. Conduct regular performance evaluations of customer service team members. 9. Maintain accurate records of customer interactions and transactions.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience as a Customer Service Manager. 3. Strong leadership and interpersonal skills. 4. Excellent communication and problem-solving abilities. 5. Ability to work independently and adapt to changing circumstances. 6. Proficiency in Microsoft Office and customer service software. 7. Prior experience in telecommunications industry is a plus. 8. Strong research and persuasion skills. 9. Equal opportunity statement: Telkom SA is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Benefits: 1. Training & professional development opportunities. 2. Life insurance coverage. 3. Gym membership benefits. 4. A supportive and inclusive working environment that promotes equality and fairness for all employees.

If you are a motivated and experienced Customer Service Manager with a passion for delivering exceptional customer service, we encourage you to apply before the deadline on 2024-05-08. Join Telkom SA and be a part of a team that values professionalism, innovation, and customer satisfaction.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.