Customer Service Manager

Job Description:

We are looking for a motivated and resilient Customer Service Manager to join our team at Nedbank Group in Soweto, Gauteng, ZA. As a mid-to-senior level professional with at least 8 years of experience in customer service management, you will be responsible for overseeing and leading our customer service team to provide exceptional service to our clients.

Responsibilities: 1. Develop and implement strategies to improve overall customer satisfaction and retention rates. 2. Drive continuous improvement initiatives to enhance the customer service experience. 3. Manage a team of customer service representatives, including hiring, training, and coaching staff. 4. Monitor and analyze key performance indicators to ensure team goals are met. 5. Resolve escalated customer issues in a timely and efficient manner. 6. Collaborate with other departments to improve cross-functional communication and workflows. 7. Conduct regular performance evaluations and provide feedback to team members. 8. Stay up-to-date on industry trends and best practices in customer service management.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience in customer service management, with a minimum of 8 years in a similar role. 3. Strong leadership skills and the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Emotional intelligence and the ability to handle difficult situations with empathy and professionalism. 6. Solid time management and organizational skills. 7. Proficiency in CRM software and other relevant tools. 8. A proactive and innovative mindset with a problem-solving attitude.

Benefits: 1. Travel and spending expenses for work-related trips. 2. Life insurance coverage. 3. Disability insurance benefits.

Working Environment: At Nedbank Group, we provide a dynamic and diverse working environment that transcends borders, promoting collaboration on a global scale. Joining our team means being part of a company that values teamwork, innovation, and professional growth.

Deadline to Apply: June 22, 2024

Equal Opportunity Statement: Nedbank Group is an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace. We welcome applications from all qualified candidates regardless of race, gender, age, religion, sexual orientation, or disability.

How to apply:

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