Customer Service Manager

Job Specification: Customer Service Manager

Location: Office-based in La Lucia, Durban

Working Hours: Monday to Friday, 08:00 - 16:30 (40 hours/week)

Remuneration: R35,000 per month / R420,000 per annum (CTC)

Availability: Immediate / ASAP

Role Overview

We are seeking a dynamic and experienced Customer Service Manager to lead a technical support team and drive exceptional service delivery. The ideal candidate will have a strong IT or development background, proven leadership in customer service environments, and the ability to manage both people and processes effectively.

✅ Key Responsibilities

• Lead and manage a technical support team
• Oversee and maintain customer service levels and SLAs
• Deliver team training, coaching, and performance development
• Handle client-facing communication and relationship management
• Monitor and improve customer satisfaction metrics
• Collaborate with internal departments to resolve escalations
• Ensure compliance with company policies and service standards

Required Experience & Skills

• Minimum 5 years in a Customer Service Manager role
• Technical background (IT support, development, or systems knowledge)
• Proven experience managing support teams in a fast-paced environment
• Strong verbal and written communication skills
• Fluent in English and Afrikaans
• Confident in handling client interactions and escalations
• Proficient in Microsoft Office and CRM/ticketing systems
• Strong organisational, problem-solving, and leadership abilities

Preferred Qualifications

• IT-related certifications or qualifications (e.g. CompTIA, A+/N+, etc.)
• Experience in a developer role prior to moving into management (advantageous)

Ideal Candidate Profile

• Vibrant, energetic, and solutions-driven
• Comfortable working independently and leading a team
• Able to thrive in a technical, client-facing environment
• Resides in Durban or willing to relocate to La Lucia

Salt is acting as an Employment Agency in relation to this vacancy.