Job Specification Location: Office-based in La Lucia, Durban.Working Hours: Monday to Friday, 08:00 - 16:30 (40 hours/week).Remuneration: R35,000 per month / R420,000 per annum (CTC).Availability: Immediate / ASAP. Role Overview We are seeking a dynamic and experienced Customer Service Manager to lead a technical support team and drive exceptional service delivery. The ideal candidate will have a strong IT or development background, proven leadership in customer service environments, and the ability to manage both people and processes effectively. Key Responsibilities Lead and manage a technical support team Oversee and maintain customer service levels and SLAs Deliver team training, coaching, and performance development Handle client‑facing communication and relationship management Monitor and improve customer satisfaction metrics Collaborate with internal departments to resolve escalations Ensure compliance with company policies and service standards Required Experience & Skills Minimum 5 years in a Customer Service Manager role Technical background (IT support, development, or systems knowledge) Proven experience managing support teams in a fast‑paced environment Strong verbal and written communication skills Fluent in English and Afrikaans Confident in handling client interactions and escalations Proficient in Microsoft Office and CRM/ticketing systems Strong organisational, problem‑solving, and leadership abilities Preferred Qualifications IT-related certifications or qualifications (e.g., CompTIA, A+/N+, etc.) Experience in a developer role prior to moving into management (advantageous) Ideal Candidate Profile Vibrant, energetic, and solutions‑driven Comfortable working independently and leading a team Able to thrive in a technical, client‑facing environment Resides in Durban or willing to relocate to La Lucia #J-18808-Ljbffr