Job Summary: We are seeking a friendly, solution-oriented Customer Service Manager to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a positive customer experience. Key Responsibilities: + Ensures service excellence is achieved through managing major customer enquiries for any delivery organization within scope by demonstrating command, control and confidence at all times. + Manages bridge participants to ensure alignment with the processes. + Takes accountability that the major customer enquiry management process is diligently followed, using the agreed tools and methods, within the defined deadlines. + Escalates, where required, to ensure outcomes are achieved. + Works with other team members in a 24/7 environment, hence adhering to shift plans of the team. + Communicate with appropriate stakeholders in a timely manner. + Manages post major Incident activities, thereby ensuring that root cause is investigated. + Reviews the performance of the people and process to ensure that it is optimal. + Provides coaching and mentoring to junior team members. + Performs any other related task as required. Knowledge and Attributes: + Demonstrates Command, Control and Confidence in situations naturally. + Seasoned client service orientation and impeccable relationship building skills. + Ability to multi-task and prioritize with great attention to detail. + Seasoned ability to manage multiple streams of activities. + Excellent communication and documentation skills. + Excellent client liaison and facilitation skills. + Execution focused. + Ability to work across teams/regions/functions. + Ability to work with people at all levels of the organization. + Ability to escalate, where required, to ensure outcomes are achieved