Titre du poste

Customer Service Manager - Gaborone

Description

Position : Customer Service Manager - Gaborone

We are looking for a Customer Service Manager.
Job Summary:
The Customer Service Manager will oversee the daily operations of the customer service department, ensuring that our customers receive outstanding service and support. This role involves managing a team of customer service representatives, developing and implementing customer service policies and procedures, and working closely with other departments to resolve complex customer issues.
Key Responsibilities:

  • Lead, coach, and mentor a team of customer service representatives. Conduct regular performance reviews, provide ongoing training, and support career development for team members.
  • Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Develop strategies to improve the overall customer experience and satisfaction.
  • Create and implement customer service policies and procedures. Continuously assess and refine these policies to enhance service quality and efficiency.
  • Monitor and analyze key performance indicators (KPIs) and customer feedback to identify trends, areas for improvement, and opportunities for service enhancement.
  • Work closely with other departments, including Sales, Marketing, and Product Development, to address customer needs and feedback. Facilitate communication and cooperation to achieve company goals.
  • Prepare and present regular reports on customer service metrics, team performance, and improvement initiatives to senior management.

Required profile for job ad : Customer Service Manager - Gaborone

Qualifications:

  • Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
  • +5 years of experience in customer service, with at least 2 years in a managerial or supervisory role.
  • Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in customer service software and CRM systems. Ability to analyze data and generate actionable insights.

Attributes:

  • Customer-focused mindset with a passion for delivering exceptional service. Problem-solving skills with a proactive approach. Adaptability and resilience in a fast-paced environment.

Job criteria for job ad : Customer Service Manager - Gaborone

  • Job category :
    Marketing, communication - Sales - Services
  • Industries :
    Advice, audit, accounting - Banking, insurance, finance - Distribution, selling, wholesale - IT, software engineering, Internet - Marketing, communication, media
  • Employment type : Permanent contract - Freelance - Part-time work
  • Region : Gaborone - International
  • City : Gaborone
  • Remote work :
    Yes
  • Experience level : 5 to 10 years - More than 10 years
  • Educational level : Bachelor - Master - Doctorate
  • Spoken language :
    english > good level
  • Number of Position(s) : 50
  • Salary expectations :
    > BWP 55,000
  • Team management :
    Yes
  • Customer Service
  • Support
  • Marketing
  • Sales
  • Sales Marketing
  • Product Development
  • Team Management
  • Training
  • Communication
  • CRM
Be cautious! Do not send money to a potential employer. Do not pay any money for a potential contract of employment or for pre-employment training.
Please report any irregularities by using the candidate contact form and selecting the subject "Report a job ad".
Type de poste
Temps plein
Lieu du poste
Gaborone, Botswana
Date de publication
8 janvier 2026
Valide jusqu’au
27 février 2026
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Poste : Customer Service Manager - Gaborone

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