Head of Customer Services – Permanent – Hybrid – Johannesburg – Up to

Location:	Johannesburg
Remote work:	Some remote work allowed
Type:	Permanent
Company:	E-Merge IT Recruitment

Job description

Job Description:

A leading organization in Johannesburg is seeking a highly skilled and experienced Head of Customer Services to join their team. This permanent position offers a hybrid work model, blending the benefits of both remote and in-office work environments.

Key Responsibilities:

• Oversee and manage the customer service department to ensure high-quality service delivery.
• Utilize customer service IT systems and messaging platforms, including Zendesk and Freshchat, to streamline and enhance customer interactions.
• Lead and mentor a team of customer service professionals, fostering a culture of excellence and continuous improvement.
• Develop and implement customer service strategies and best practices.
• Ensure compliance with KYC (Know Your Customer) processes and other regulatory requirements.
• Analyze customer service metrics and feedback to drive improvements and innovations.
• Collaborate with other departments to ensure a seamless customer experience.

Requirements:

• In-depth knowledge of customer service IT systems and messaging platforms such as Zendesk and Freshchat.
• Proven experience in team leadership and management within a customer service environment.
• Strong understanding of KYC processes and regulatory compliance.
• Excellent problem-solving, organizational, and communication skills.
• Ability to thrive in a hybrid work model and manage a distributed team effectively.

Reference Number for this position is DB59323 which is a Permanent position based in Johannesburg offering a cost to company salary negotiable between R900k to R1.08m negotiable on experience and ability. Contact Dewald on dewaldb@e-merge.co.za or call him on 011 463 3633 to discuss this and other opportunities.

Are you ready for a change of scenery? The e-Merge IT recruitment is a specialist niche recruitment agency. We offer our candidates options so that we can successfully place the right developers with the right companies in the right roles. Check out the e-Merge website www.e-merge.co.za for more great positions.

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Posted on 30 Jul 15:51, Closing date 28 Sep