Client Care Manager (Pretoria - MONTANA)
Full-time
Techbridge Recruitment
Key Responsibilities
- Lead, manage, and motivate the customer care team to achieve performance targets
- Monitor service levels and ensure delivery against SLAs and KPIs
- Handle escalated customer queries and ensure timely resolution
- Analyse customer trends and provide reporting on team performance and service metrics
- Collaborate with internal departments to enhance customer experience and processes
- Implement and improve customer service workflows and best practices
- Conduct performance reviews, coaching, and ongoing team development
- Ensure compliance with company policies, procedures, and operational standards
Minimum Requirements
- Proven experience in a customer care / call centre management role
- Strong leadership and team management experience
- Advanced computer literacy, including Microsoft Excel and MS Office 365
- Experience with customer service systems advantageous (e.g. Freshdesk or similar)
- Knowledge of FICA compliance advantageous
- Excellent verbal and written communication skills
- Strong analytical and reporting capability
- Ability and willingness to work shifts
Competencies
- Leadership and people management skills
- Strong decision-making and problem-solving ability
- Customer-centric mindset with a focus on service excellence
- High level of accountability and professionalism
- Ability to work under pressure and manage multiple priorities
- Strong organisational and time management skills
Vacancy posted 20 hours ago
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