Customer Care Manager

We are seeking a Customer Care Manager to lead our customer service operations, covering Frontline Customer Care, After-Sales Coordination, and Technical support. You will ensure smooth communication between customers, coordinators, and technicians while maintaining service excellence and timely resolution of requests.

This is a hands-on leadership role for someone who combines operational discipline, technical understanding, and people management skills. You will streamline workflows, monitor performance, and drive continuous improvement across the customer care function.

Department: Customer Care

Location: Stikland, Cape Town

Schedule: Monday – Thursday 08:00 – 16:30 | Friday 08:00 – 16:00 (Weekend oversight rotation as required)

Type: Full-Time | On-Site

Salary: Market-related, commensurate with experience

Department Oversight

Frontline Customer Care

• Manage client interactions, ticket intake, and weekend support rotation.
• Ensure tickets are correctly logged and routed to After-Sales.

After-Sales Coordination

• Oversee escalated service requests, quotes, and invoicing.
• Track part usage and workflow between customers, coordinators, and technicians.

Technical Department

• Supervise daily job allocation, parts verification, and SLA compliance.
• Plan weekend standby and technical cross-training programs.
  

Key Responsibilities

Leadership & Team Management

• Lead Frontline, After-Sales, and Technical teams.
• Conduct daily “morning huddles” to align priorities and tickets.
• Manage schedules, weekend rotations, and call-outs.
• Implement cross-training to reduce single-role dependency.
• Build a professional, service-focused team culture.
  

Process & Workflow Oversight

• Ensure smooth flow of tickets across all departments.
• Audit ticket quality, turnaround times, and quote/invoice accuracy.
• Oversee SLA compliance for repairs, installations, and call-outs.
• Maintain SOPs and approved communication templates.
  

Reporting & Data Analysis

• Produce weekly/monthly reports on ticket volumes, resolutions, SLA adherence, and customer satisfaction.
• Use Excel and analytics tools to identify trends and inefficiencies.
• Recommend process improvements to management.
  

Customer Communication & Escalation

• Act as the main escalation point for complex issues.
• Ensure professional and transparent communication with clients.
• Collaborate with teams to resolve high-priority or VIP concerns.
  

Financial Oversight

• Review and approve non-warranty quotes.
• Ensure invoices are accurate and submitted before job scheduling.
• Track unpaid invoices and escalate when needed.
• Assist with budgeting for parts, warranty claims, and department resources.
  

Technical & Operational Coordination

• Oversee job allocation, scheduling, and spare parts verification.
• Audit warranty vs. non-warranty repairs to avoid unnecessary claims.
• Maintain workshop and van stock according to procedure.
  

Continuous Improvement & Training

• Identify automation opportunities and optimize system usage.
• Conduct weekly training sessions on troubleshooting, communication, and product knowledge.
• Maintain knowledge base of procedures and templates.
• Implement process improvements based on team feedback.

Core Competencies

• Leadership: Manage and mentor multi-department teams, ensuring accountability.
• Technical Understanding: Knowledge of equipment operations, service workflows, and part management (catering/refrigeration experience advantageous).
• Analytical Skills: Excel, reporting, and dashboard creation.
• Communication: Clear written and verbal communication with staff and clients.
• Customer-Centric: Fast, reliable, and transparent service delivery.
• Problem-Solving & Organization: Structured decision-making under pressure, multitasking, and workflow management.
• System Proficiency: CRM/ticketing tools, ERP systems, Microsoft 365.
  

Qualifications & Requirements

• Matric (Grade 12) required; tertiary qualification in Business, Technical Support, or Operations Management preferred.
• 4–6 years of experience in customer care, after-sales, operations, or similar.
• Experience managing cross-functional teams in service or technical environments.
• Proficiency in Excel, CRM/ticketing, ERP systems, Microsoft 365.
• Experience in catering or refrigeration equipment advantageous but not mandatory.
• Available for weekend oversight rotation.
  

Career Growth

• Reports directly to senior management.
• Opportunity to grow into Head of Customer Experience.
• Play a key role in service quality, operational efficiency, and digital transformation.