Customer Service Manager
- Cape Town, Western Cape
- Permanent
- Full-time
Location: Cape Town (Head Office) - with travel to Johannesburg as required
Reports to: General Manager of OperationsPosition OverviewStingray is seeking a highly experienced Customer Service Manager to lead our national customer service operations. This role oversees a high-volume, multi-channel service environment, managing both Cape Town and Johannesburg teams, ensuring exceptional service delivery to direct customers and retail partners. The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.Key Responsibilities * Operational Leadership
- Oversee daily operations of the Cape Town main hub and Johannesburg team.
- Manage a call centre-style customer service team handling inbound calls from direct customers and retailers, as well as a high-volume administrative email inbox.
- Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
- Manage the Returns Clerk and oversee receiving processes for goods returned.
- Performance Management & Reporting
- Set clear performance targets and KPIs for all team members.
- Analyse service data, create regular reports, and present actionable insights to senior management.
- Monitor call and email handling efficiency, turnaround times, and service quality.
- Process Improvement & Efficiency
- Identify operational bottlenecks and implement new processes to enhance efficiency.
- Ensure seamless coordination between customer service, technical, and returns functions.
- Introduce tools and systems that improve workflow and customer experience.
- Stakeholder & Cross-Functional Engagement
- Collaborate with internal departments to resolve escalated issues promptly.
- Maintain strong relationships with retail partners and other key stakeholders.
- Participate in strategic discussions to align customer service operations with company objectives.
- Team Development
- Recruit, train, and mentor team members to ensure high performance and engagement.
- Foster a culture of accountability, service excellence, and continuous improvement.
- Minimum 5 years' experience in a senior customer service management role, preferably in a high-volume environment.
- Proven track record of managing call centre teams and technical service staff.
- Strong analytical skills with experience in data reporting and performance tracking.
- Demonstrated ability to implement and manage process improvements.
- Excellent leadership, coaching, and conflict resolution skills.
- Strong administrative and organisational abilities.
- Willingness and ability to travel to Johannesburg when required.
- Leadership & People Management - Able to inspire, motivate, and drive results.
- Operational Excellence - Skilled in streamlining processes and managing complex workflows.
- Customer Focus - Committed to delivering a superior customer experience.
- Problem-Solving - Quick to identify issues and implement effective solutions.
- Resilience - Capable of handling high-pressure situations with professionalism.
- Based at the Cape Town Head Office.
- Occasional travel to Johannesburg is required.
- Full-time position, with flexibility to manage operational demands.
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