Permanent Customer Service Manager – Boxer Vacancies
Job Description
Boxer Vacancies – Customer Service Manager
Boxer Superstores is looking for a skilled Customer Service Manager to join our team at the new Tongaat Distribution Centre opening mid-year. This role is critical in ensuring that customer service operations run efficiently and in alignment with our service standards. The successful candidate will oversee customer interactions, manage service-related performance metrics, resolve escalations, and work closely with various departments to drive a customer-first culture across the organization.
Requirements:
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Bachelor’s degree in Business Management, Customer Service, or related field
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Minimum 5 years’ experience in a customer service management role
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Proven ability to lead and develop high-performing service teams
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Excellent communication and conflict-resolution skills
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Strong understanding of customer service systems and performance metrics
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Proficiency in CRM platforms and Microsoft Office, especially Excel
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Ability to work in a fast-paced environment and meet deadlines
Key Responsibilities:
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Oversee daily customer service operations to ensure service level agreements are met
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Develop and implement customer service policies and procedures
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Monitor customer interactions and feedback to drive continuous improvement
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Resolve customer issues escalated by the service team, ensuring prompt and effective solutions
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Train, mentor, and support customer service staff to ensure consistent performance and service excellence
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Analyse service trends and develop strategies to improve customer satisfaction
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Collaborate with logistics, finance, and operations teams to ensure customer needs are fully met
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Prepare and present regular reports on service metrics to senior management
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