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Customer Care Manager

Customer Care Manager

InvisionHRCape Town, Western Cape, ZA
14 days ago
Job type
  • Quick Apply
Job description

We are seeking a Customer Care Manager to lead our customer service operations, covering Frontline Customer Care, After-Sales Coordination, and Technical support. You will ensure smooth communication between customers, coordinators, and technicians while maintaining service excellence and timely resolution of requests.

This is a hands-on leadership role for someone who combines operational discipline, technical understanding, and people management skills. You will streamline workflows, monitor performance, and drive continuous improvement across the customer care function.

Department : Customer Care

Location : Stikland, Cape Town

Schedule : Monday – Thursday 08 : 00 – 16 : 30 | Friday 08 : 00 – 16 : 00 (Weekend oversight rotation as required)

Type : Full-Time | On-Site

Salary : Market-related, commensurate with experience

Department Oversight

Frontline Customer Care

  • Manage client interactions, ticket intake, and weekend support rotation.
  • Ensure tickets are correctly logged and routed to After-Sales.

After-Sales Coordination

  • Oversee escalated service requests, quotes, and invoicing.
  • Track part usage and workflow between customers, coordinators, and technicians.

    • Technical Department

  • Supervise daily job allocation, parts verification, and SLA compliance.
  • Plan weekend standby and technical cross-training programs.

    • Key Responsibilities

    Leadership & Team Management

  • Lead Frontline, After-Sales, and Technical teams.
  • Conduct daily “morning huddles” to align priorities and tickets.
  • Manage schedules, weekend rotations, and call-outs.
  • Implement cross-training to reduce single-role dependency.
  • Build a professional, service-focused team culture.

    • Process & Workflow Oversight

  • Ensure smooth flow of tickets across all departments.
  • Audit ticket quality, turnaround times, and quote / invoice accuracy.
  • Oversee SLA compliance for repairs, installations, and call-outs.
  • Maintain SOPs and approved communication templates.

    • Reporting & Data Analysis

  • Produce weekly / monthly reports on ticket volumes, resolutions, SLA adherence, and customer satisfaction.
  • Use Excel and analytics tools to identify trends and inefficiencies.
  • Recommend process improvements to management.

    • Customer Communication & Escalation

  • Act as the main escalation point for complex issues.
  • Ensure professional and transparent communication with clients.
  • Collaborate with teams to resolve high-priority or VIP concerns.

    • Financial Oversight

  • Review and approve non-warranty quotes.
  • Ensure invoices are accurate and submitted before job scheduling.
  • Track unpaid invoices and escalate when needed.
  • Assist with budgeting for parts, warranty claims, and department resources.

    • Technical & Operational Coordination

  • Oversee job allocation, scheduling, and spare parts verification.
  • Audit warranty vs. non-warranty repairs to avoid unnecessary claims.
  • Maintain workshop and van stock according to procedure.

    • Continuous Improvement & Training

  • Identify automation opportunities and optimize system usage.
  • Conduct weekly training sessions on troubleshooting, communication, and product knowledge.
  • Maintain knowledge base of procedures and templates.
  • Implement process improvements based on team feedback.

    • Requirements

    Core Competencies

  • Leadership : Manage and mentor multi-department teams, ensuring accountability.
  • Technical Understanding : Knowledge of equipment operations, service workflows, and part management (catering / refrigeration experience advantageous).
  • Analytical Skills : Excel, reporting, and dashboard creation.
  • Communication : Clear written and verbal communication with staff and clients.
  • Customer-Centric : Fast, reliable, and transparent service delivery.
  • Problem-Solving & Organization : Structured decision-making under pressure, multitasking, and workflow management.
  • System Proficiency : CRM / ticketing tools, ERP systems, Microsoft 365.

    • Qualifications & Requirements

  • Matric (Grade 12) required; tertiary qualification in Business, Technical Support, or Operations Management preferred.
  • 4–6 years of experience in customer care, after-sales, operations, or similar.
  • Experience managing cross-functional teams in service or technical environments.
  • Proficiency in Excel, CRM / ticketing, ERP systems, Microsoft 365.
  • Experience in catering or refrigeration equipment advantageous but not mandatory.
  • Available for weekend oversight rotation.

    • Career Growth

  • Reports directly to senior management.
  • Opportunity to grow into Head of Customer Experience .
  • Play a key role in service quality, operational efficiency, and digital transformation.
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    Customer Manager • Cape Town, Western Cape, ZA

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