One of the top BPO Outsource Centres in South Africa have an exciting career opportunity for an exceptional Customer Service Team Manager to join their team in Cape Town. They are launching a new international USA customer support Logistics campaign and are in search of the perfect Manager to lead the campaign to success. If you are in search of growth opportunities and possess exceptional leadership skills, this could be the perfect job opportunity for you!

Your key job responsibilities as the Customer Service Team Manager in Cape Town will include:

- Ensure the team answers inquiries via phone and email within the SLA
- Ensure the team proactively track shipments within the SLA
- Ensure the team updates shipment statuses and tracking notes in our tracking management system
- Ensure the team communicates with clients regarding shipment delays and status updates
- Ensure the team communicates with our vendors regarding shipment delays and status updates
- Ensure the team troubleshoots delayed shipments potentially finding alternate transit
- Acknowledging and resolving customer complaints
- Keeping records of customer interactions, transactions, comments, and complaints through the ticketing system
- Communicating and coordinating with colleagues / clients as necessary
- Providing feedback on the efficiency of the customer service process
- Leading a team of customer service representatives
- Ensure customer satisfaction and provide professional customer support

Requirements for this Customer Service Team Manager job in Cape Town:

- Must have matric
- Have a minimum of 3 years customer service team leader call centre experience with a background in logistics, courier or freight forwarder experience as well as Import / Export customs knowledge
- Neutral Accent with excellent written and verbal communication skills
- Computer literate with good data capturing capabilities
- Experience working with USA clients advantageous
- Strong coaching and development skills
- Demonstrate strong leadership skills with ability to manage a team

Working Hours : Monday – Friday, 9pm to 9am EST the following morning, Saturday, 2pm to midnight EST, Sunday, 12am to 9am Monday morning EST. Please note this will be done in shifts which will be rotated to meet the above working hours. USA Public Holiday Roster.