Senior Customer Service Leader
Job in
Centurion, 0014, South Africa
Listed on 2026-01-25
Listing for:
Stonebridge HR Solutions
Full Time
position Listed on 2026-01-25
Job specializations:
-
Management
Client Relationship Manager -
Customer Service/HelpDesk
Client Relationship Manager, Customer Success Mgr./ CSM
Job Description & How to Apply Below
Position overview:
To lead and develop the full Customer Service function for the business, owning customer engagement strategy, operational excellence, performance reporting, escalation leadership, and cross‑functional improvement initiatives. This role requires strategic leadership, excellent communication, strong execution, and the ability to drive results in a demanding industry.
Requirements:
- 5–10+ years’ experience in customer service leadership, ideally in a high‑pressure BPO or service environment.
- Strong track record of developing and executing strategy, driving operational performance, and resolving complex customer and business matters.
- Exceptional communicator—written and verbal.
- Demonstrated ownership and leadership maturity; not a “clock‑checker” or job hopper.
- Resilient, decisive, and able to operate effectively under pressure.
- Can write and execute customer service strategies, with a clear focus on results.
- Is extremely well-spoken and confident in communication.
- Has a proven track record of handling complex matters and resolving issues decisively.
- Stable CV
- Can lead without clock-watching, taking full ownership of responsibilities.
- Has the tenacity and resilience to thrive in a challenging industry.
- Experience with reporting to senior executives.
- Proven change management and process optimisation experience.
- Strategic thinking & analytics
- Strong interpersonal & communication skills
- Leadership & coaching
- Problem solving & escalation management
- Customer‑centric mindset
- Compiling reports
- Analysing data
- Can work in a high pressured environment
- Training skills
Strategic Leadership
- Develop and implement the customer service strategy aligned with organisation goals.
- Work with executive leadership to shape customer experience priorities and performance indicators
- Lead day‑to‑day customer service operations to ensure high‑quality service delivery.
- Handle escalations, complex client issues, and high‑stake service challenges personally when needed
- Manage, coach, and mentor customer service team leaders and staff.
- Set performance expectations, monitor performance metrics, and drive accountability
- Collaborate with ops, sales, marketing, and product teams to resolve issues and improve customer outcomes.
- Provide detailed reporting to COO & CBO on performance, trends, risks, and strategic recommendations.
- Define and refine customer service policies, workflows, and quality control frameworks.
Please note only shortlisted candidates will be contacted. If you have not heard from us in 2 weeks, please consider your application unsuccessful.
Position Requirements
10+ Years
work experience
Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
Search for further Jobs Here:
×