Role Summary
We strive to deliver the most effective and advanced solutions for the life sciences sector throughout South Africa and into the broader African continent.. We are seeking an experienced Customer Service Manager to lead and uplift our Customer Service department. The successful candidate will drive team performance, optimise customer workflows, track satisfaction metrics, and ensure the highest standards of service quality and compliance.
Key Responsibilities:
Team Leadership
- Coach and motivate a high-performing Customer Service team
- Set clear goals, monitor performance and foster a culture of accountability and development
- Assist with the recruitment process for future team resources
Operational Management
- Oversee daily operations to meet service level agreements and/or targets, and address business priorities
- Coordinate resource deployment, leave coverage and ensure the team has the support and training required
Management of Customer Service Workflows
- Define, document and refine core processes (CRM ticketing, order/quote handling, escalations) on a proactive basis
- Monitor adherence to SOPs and SLAs, reallocating tasks for optimal throughput within the team and broader company
Customer Satisfaction Tracking
- Capture and analyse feedback and SLA metrics; implement corrective actions to enhance the client experience
- Lead resolution of escalations and complaints in a timely, professional manner
Process Development & System Optimisation
- Identify inefficiencies and lead projects to improve workflows, systems (e.g., HubSpot, SAP B1) and team productivity
- Document and roll out new procedures, ensuring smooth adoption and training
Standards Monitoring & Performance Tracking
- Establish and report on KPIs for service quality, turnaround times and team productivity
- Provide regular insights and recommendations to senior management
Quality Management Conformance
- Liaise with the Quality team and other supporting departments to document non-conformances, implement corrective actions, and assist with audits as needed
- Explore continuous improvement practices to uphold regulatory and internal standards
To be successful you will ideally need
- Bachelor's degree in Life Sciences and/or Business Management
- Over 5 years of experience in customer service leadership, preferably with CRM and ERP systems experience
- Strong analytical, communication, and people management skills
- Proven track record of driving process improvements and maintaining high-quality standards
- Previous experience working within a quality management system environment namely ISO 9001 and IS0 13485
- Strong time management and planning skills, with the ability to prioritize tasks flexibly. Strong emphasis on customer service.
- Effective team player who contributes positively to the organization
- High level of accuracy and attention to detail
Job Type: Full-time
Pay: R43 000,00 - R48 000,00 per month
Work Location: In person
