Customer Service Manager

Job Title : Customer Service Manager

Location : Cape Town (Head Office) – with travel to Johannesburg as required

Reports to : General Manager of Operations

Position Overview

Stingray is seeking a highly experienced Customer Service Manager to lead our national customer service operations. This role oversees a high-volume, multi-channel service environment, managing both Cape Town and Johannesburg teams, ensuring exceptional service delivery to direct customers and retail partners. The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.

Key Responsibilities

• Operational Leadership
• Oversee daily operations of the Cape Town main hub and Johannesburg team .
• Manage a call centre-style customer service team handling inbound calls from direct customers and retailers, as well as a high-volume administrative email inbox.
• Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
• Manage the Returns Clerk and oversee receiving processes for goods returned.
• Performance Management & Reporting
• Set clear performance targets and KPIs for all team members.
• Analyse service data, create regular reports, and present actionable insights to senior management.
• Monitor call and email handling efficiency, turnaround times, and service quality.
• Process Improvement & Efficiency
• Identify operational bottlenecks and implement new processes to enhance efficiency.
• Ensure seamless coordination between customer service, technical, and returns functions.
• Introduce tools and systems that improve workflow and customer experience.
• Stakeholder & Cross-Functional Engagement
• Collaborate with internal departments to resolve escalated issues promptly.
• Maintain strong relationships with retail partners and other key stakeholders.
• Participate in strategic discussions to align customer service operations with company objectives.
• Team Development
• Recruit, train, and mentor team members to ensure high performance and engagement.
• Foster a culture of accountability, service excellence, and continuous improvement.

Required Skills & Experience

Key Competencies

Working Conditions