About the position
Location: Fourways, Gauteng
Position Overview
Are you a customer-centric professional who loves building relationships both online and on the road? We want you on our team!
We are looking for a Customer Service Manager who will not only spend time delivering top-tier support from the office, but go out into the field and see our valued clients face-to-face to build strong relationships, and ensure product/service satisfaction.
Duties and Responsibilities
Inbound & Desk Support
- Respond promptly and professionally to client inquiries via phone, email, WhatsApp Business, or live chat.
- Troubleshoot complaints, process orders or service requests, and escalate complex technical issues to the relevant departments.
- Maintain accurate, up-to-date client records and interaction logs within the CRM system.
Client Visits & Relationship Building (Field)
- Travel to client premises to conduct routine check-ins, assess service satisfaction, and strengthen business relationships.
- Assist clients with basic on-site troubleshooting, training, or walkthroughs of the company’s products/services.
- Gather firsthand feedback during visits regarding client pain points and report back to management to improve service delivery.
Administration & Reporting
- Independently plan, schedule, and optimize travel routes for weekly client visits to maximize time efficiency.
- Submit concise post-visit reports detailing client feedback, action items, or potential upsell opportunities.
- Log travel mileage and fuel claims accurately in accordance with company policy.
Job Requirements & Qualifications
Education & Experience
- Education: Matric (Grade 12) is essential.
- A tertiary qualification in Marketing, Public Relations, or Business Administration is an advantage.
- Experience: 2+ years of experience in a customer-facing role.
- Previous field-based or face-to-face customer service experience essential.
- Basic proficiency with CRM tools (e.g., Salesforce, Zoho) and MS Office (Excel, Word, Outlook).
Critical Requirements (Non-Negotiable)
- Valid drivers license and own vehicle essential
Key Competencies
- Interpersonal Skills: Warm, professional, and confident demeanour when interacting with clients face-to-face.
- Time Management: Highly organized with the ability to balance desk duties with travel schedules.
- Resilience & Problem Solving: Ability to stay calm and solutions-oriented when handling frustrated clients on-site.
Desired Skills:
- customer service
- customer service manager
- after sales service
- service delivery
