Customer Service Manager

Duties and Responsibilities

Inbound & Desk Support

• Respond promptly and professionally to client inquiries via phone, email, WhatsApp Business, or live chat.
• Troubleshoot complaints, process orders or service requests, and escalate complex technical issues to the relevant departments.
• Maintain accurate, up-to-date client records and interaction logs within the CRM system.

• Travel to client premises to conduct routine check-ins, assess service satisfaction, and strengthen business relationships.
• Assist clients with basic on-site troubleshooting, training, or walkthroughs of the company’s products/services.
• Gather firsthand feedback during visits regarding client pain points and report back to management to improve service delivery.

• Independently plan, schedule, and optimize travel routes for weekly client visits to maximize time efficiency.
• Submit concise post-visit reports detailing client feedback, action items, or potential upsell opportunities.
• Log travel mileage and fuel claims accurately in accordance with company policy.

• Education: Matric (Grade 12) is essential.
• A tertiary qualification in Marketing, Public Relations, or Business Administration is an advantage.
• Experience: 2+ years of experience in a customer-facing role.
• Previous field-based or face-to-face customer service experience essential.
• Basic proficiency with CRM tools (e.g., Salesforce, Zoho) and MS Office (Excel, Word, Outlook).

• Valid drivers license and own vehicle essential

• Interpersonal Skills: Warm, professional, and confident demeanour when interacting with clients face-to-face.
• Time Management: Highly organized with the ability to balance desk duties with travel schedules.
• Resilience & Problem Solving: Ability to stay calm and solutions-oriented when handling frustrated clients on-site.