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Junior Customer Service Manager
(JCSM - 26/08/25)
Overview
Reference
JCSM - 26/08/25
Salary
Market Related
Job Location
- South Africa -- Johannesburg Metro -- Johannesburg -- Bryanston
Job Type
Permanent
Posted
13 August 2025
Closing date
26 Aug 2025 22:59
Junior Customer Service Manager – Job Description
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Department: Customer Service
Reporting To: Head of Service Management
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Location: Johannesburg
Education: Relevant experience and/or qualifications in ISP/ICT
Experience: Minimum 5 years in relevant field
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Summary
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The Junior Customer Service Manager is responsible for providing efficient and cost-effective service to our customers. They will work closely with the Head of Service Management to ensure optimal service operations and delivery with minimal disruptions. This role requires accountability for customer problems, escalations, performance reporting, trend analysis, root cause analysis, and SLA metrics and management. The Junior Customer Service Manager will also collaborate with internal departments to develop customer service improvement plans when needed.
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Essential Duties and Responsibilities
- Manage the Net Promoter Score (NPS) for the company
- Ensure customer satisfaction with escalated services
- Meet necessary escalation resolution times as outlined below:
- 72 hours for Minor Escalations: Non-business critical requests and internal speed issues
- 24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service, and/or bad audio quality
- Provide Service Level Reviews as per customer agreements
- Conduct incident analysis and report on incidents (IR/RFO) and root cause analysis (RCA)
- Create and implement service improvement plans for processes and procedures
- Manage customer satisfaction for top customers (SLR rating)
- Communicate service delivery updates to customers
- Manage escalations on all aspects of the customer relationship
- Utilise the management tool for service management actions and visits
- Adhere to service management policies and procedures
- Collaborate with sales teams to identify opportunities for service improvements
- Cultivate strong relationships between service management, sales, and customers
Qualifications and Experience Key Skills Required
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1-2 years’ experience in a customer service or customer relations role in the telecommunications or ICT industry
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- Advanced computer literacy
- Intermediate proficiency in MS Excel, Outlook, Word, and PowerPoint
- Experience using Dropbox
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Knowledge, Soft Skills & Abilities Required
- Ability to effectively manage customers
- Professional and presentable
- Excellent verbal and written communication skills
- Strong time management and response management abilities
- Must have reliable personal vehicle and smartphone
Character Traits
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Integrity
Honesty, trust, and respect towards others
Accountability
Responsible and accountable for their role and responsibilities
Communication
Open communication, feedback, and information sharing
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Passion
Passionate and driven to make a positive impact in the lives of others
Takes pride in their work
Empowerment
Shares knowledge and supports others for success
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