Description:
Customer Service Manager | Durban | Permanent
This is a rare opportunity to build and lead a national Customer Service function from the ground up. You’ll take ownership of service performance end-to-end, embedding consistency, accountability, and excellence across a complex, multi-branch operation.
Reporting to senior leadership, this role is responsible for establishing a centralized Customer Service model based in Durban, transitioning from fragmented branch-based practices to a standardized national operation. It is a hands-on leadership role that requires strong change management capabilities, operational credibility, and a deep commitment to customer outcomes.
You will lead a national team with full accountability for service quality, responsiveness, and data integrity. Beyond day-to-day performance, the role focuses on uplift: improving capability, embedding best practice processes, strengthening governance, and driving continuous improvement across all customer-facing service activities.
The client is a well-established player in a complex, operationally intensive environment, serving a diverse customer base across multiple commodities. The business is investing in structure, discipline, and service excellence as a key differentiator in a competitive market.
What You’ll Do
Establish and embed a centralised national Customer Service model based in Durban
Lead customer service transformation, standardisation, and change management
Own national service performance, KPIs, and continuous improvement initiatives
Lead, coach, and develop a high-performing customer service team
Act as the senior escalation point for key customers and complex service issues
Ensure accurate and timely processing of bookings, documentation, and service data
Drive proactive customer communication standards and escalation protocols
Lead specialised customer service streams, including temperature-controlled cargo