Contact Centre Manager

Introduction

Stor-Age Property REIT Limited (Stor-Age) is the leading and largest self-storage property fund and brand in South Africa.

Focused on the fast-growing self-storage sector, a niche sub-sector of the broader commercial property market, Stor-Age develops, acquires and manages high-profile self-storage properties.

Listed on the JSE in 2015 and ranked in the Sunday Times top 100 companies, Stor-Age now seeks to appoint a Contact Centre Manager  who will  drive the ongoing success and continuous improvement of the Contact Centre by  ensuring the consistent delivery of a reliable, measurable, and customer-centric self-storage product

The successful candidate will be responsible for driving sales and inspiring exceptional front-line customer service aligned with the company’s core values of excellence, sustainability, relevance, and integrity, stipulated within our:

• Standard operating policies and procedures

• HR policies and procedures

• Occupational health and safety requirements

• Employee relations legislation

Duties & Responsibilities

• Drive the success of the Contact Centre by leading and managing the team to deliver a consistent, professional, and customer-focused service internationally

• Drive Contact Centre performance across service levels, call answer rates, chat response times, enquiry management, follow-up activity, quality standards and overall customer service KPIs.

• Coach, develop and motivate team members to strengthen customer interactions, improve sales conversion, maintain operational accuracy, and consistently achieve performance targets.

• Ensure effective enquiry and customer query management, including complaints, account queries, payment arrangements, updates and customer messages, with all activity accurately recorded, communicated and followed up through the relevant systems.

• Deliver a full-service Contact Centre experience by managing customer enquiries from initial contact through to resolution, while identifying opportunities to convert enquiries into sales internationally.

• Maintain a high standard of customer service by ensuring every customer interaction is professional, responsive, solution-focused and aligned with the organisation’s service standards.

• Continuously improve Contact Centre performance and processes by identifying opportunities to enhance efficiency, customer experience, sales outcomes, and operational effectiveness.

Desired Experience & Qualification

• You have a minimum of Grade 12 education.

• You have relevant Contact Centre Manager experience.

• You have experience leading and managing a team.

• You are IT literate (a competent user of email, the internet, MS Office, and point-of-sales system(s).

• You are sales -orientated with a successful track recorrd of "closing deals" and dealing with customers effectively both face-to-face, on chat and telephonically.

• You have performed administrative tasks with careful attention to detail.

• You have your own transport and a valid driver's licence.

• You are prepared to work 45 hours per week over a 5 day week.

• You live in close proximity of the areas advertised.

Package & Remuneration

A market-related salary based on relevant experience.

Interested?

If this sounds like the right fit for you, submit your CV with a motivational letter to   careers@stor-age.co.za

Please note

• This role is a primarily sales-related position — not in the logistics or bulk-warehousing industry.

• If you not receive a response within two weeks of submitting your application, please regard your application as unsuccessful.