Job Summary:

We are seeking a friendly, solution-oriented Customer Service Manager to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a positive customer experience.

Key Responsibilities:

Ensures service excellence is achieved through managing major customer enquiries for any delivery organization within scope by demonstrating command, control and confidence at all times.Manages bridge participants to ensure alignment with the processes.Takes accountability that the major customer enquiry management process is diligently followed, using the agreed tools and methods, within the defined deadlines.Escalates, where required, to ensure outcomes are achieved.Works with other team members in a 24/7 environment, hence adhering to shift plans of the team.Communicate with appropriate stakeholders in a timely manner.Manages post major Incident activities, thereby ensuring that root cause is investigated.Reviews the performance of the people and process to ensure that it is optimal.Provides coaching and mentoring to junior team members.Performs any other related task as required.

Knowledge and Attributes:   

Demonstrates Command, Control and Confidence in situations naturally.Seasoned client service orientation and impeccable relationship building skills.Ability to multi-task and prioritize with great attention to detail.Seasoned ability to manage multiple streams of activities.Excellent communication and documentation skills.Excellent client liaison and facilitation skills.Execution focused.Ability to work across teams/regions/functions.Ability to work with people at all levels of the organization.Ability to escalate, where required, to ensure outcomes are achieved