Customer Service Operations Lead | Gauteng
Managed People Solutions · Johannesburg, Gauteng
Stop applying one at a time.
JobAlertsZA auto-applies to South African jobs like this one for you, overnight. Upload your CV once — we do the applying.
Start free — we apply for you →Job Responsibilities
Customer Service Leadership
- Lead the day-to-day operations of the Customer Service function.
- Allocate workloads and monitor team performance and service delivery.
- Coach, mentor, and support Customer Service Agents to achieve operational excellence.
- Foster a customer-first culture focused on service quality and responsiveness.
Customer Experience
- Ensure customer enquiries are resolved professionally and within agreed service levels.
- Build and maintain strong customer relationships through effective communication.
- Manage customer escalations and implement effective resolutions.
- Monitor customer feedback and identify opportunities to improve service delivery.
Order Management
- Oversee the end-to-end customer order process.
- Ensure customer orders are processed accurately and efficiently.
- Coordinate with Operations and Supply Chain teams to resolve fulfilment challenges.
- Maintain high levels of order accuracy and service reliability.
Operational Excellence
- Monitor customer service KPIs and identify continuous improvement opportunities.
- Improve customer service processes and standard operating procedures.
- Ensure compliance with company policies, procedures, and operational controls.
- Maintain accurate customer records and service documentation.
Collaboration
- Partner closely with Supply Chain, Warehouse, Transport, and Commercial teams.
- Coordinate customer communications relating to stock availability and deliveries.
- Support new customer onboarding and service implementation activities.
- Contribute to business-wide continuous improvement initiatives.
Leadership & People Development
- Conduct regular coaching sessions and performance discussions.
- Develop team capability and support employee growth.
- Assist with succession planning and talent development initiatives.
- Promote accountability, collaboration, and continuous learning.
What Success Looks Like
Success in this role is demonstrated when
- Customers consistently receive exceptional service.
- Customer enquiries are resolved within agreed service level agreements.
- Customer satisfaction levels continue to improve.
- Order accuracy remains consistently high.
- Customer complaints decrease through proactive issue resolution.
- Customer Service KPIs are achieved or exceeded.
- Customer Service processes become increasingly efficient and effective.
- Team capability, engagement, and performance continue to grow.
Qualifications
Essential
- Diploma or Degree in Business Management, Customer Service, Supply Chain, or a related discipline.
Preferred
- Customer Experience qualification.
- Leadership or Management qualification.
Experience and Technical Knowledge
Experience
- 5–8 years' Customer Service experience.
- Experience within FMCG, beverage, or distribution environments.
- Proven team leadership and people management experience.
- Customer relationship management experience.
- Order management experience.
- Service delivery and operational performance management experience.
Technical Knowledge
- ERP Systems
- Microsoft 365
- CRM Systems
- Power BI
- Advanced Excel
- Customer Service reporting and KPI management
Closing Date 31 July 2026