Customer Service Manager

Get AI-powered advice on this job and more exclusive features.Pineapple Tech PTY LTD is a dynamic leader in the short-term insurance and InsurTech industry, renowned for its innovation and commitment to simplifying insurance solutions.
We leverage cutting-edge technology to create transparent and accessible insurance products for our customers.
As part of our continued growth, we are currently seeking a Customer Service Manager to join our team and play a pivotal role in optimizing client satisfaction, retention, and revenue generation.Position Overview:The Customer Service Manager will lead a high-performing customer service team, driving strategic customer relationships and operational excellence.
This role focuses on enhancing client satisfaction and retention while fostering a customer-centric culture.
The Customer Service Manager will be integral in identifying market opportunities, managing key client accounts, and leading a team to achieve business objectives in line with Pineapple's vision.Key Responsibilities:Leadership and Team Management:Lead, mentor, and manage a team of customer service representatives and Team managers.Foster a collaborative, high-performance culture that aligns with Pineapple's customerservice goals.Conduct regular coaching, performance reviews, and feedback sessions to ensure teamdevelopment.Strategic Customer Service Planning:Develop and execute strategies to improve client satisfaction, loyalty, and overall customer service operations.Collaborate with cross-functional teams (Sales, Marketing, etc.)
to identify opportunities for upselling and cross-selling.Manage key account relationships and ensure long-term satisfaction.Operational Oversight:Ensure that daily customer service operations run efficiently, meeting response time standards and achieving customer satisfaction goals.Provide guidance on complex customer issues, handling escalations where necessary.Performance Metrics and Reporting:Establish, monitor, and report on key performance indicators (KPIs) for the customer service team.Provide actionable insights based on performance data to drive continuous improvement.Innovation and Technology Integration:Lead the integration of new customer service technologies to improve operational efficiency and customer engagement.Stay informed about industry trends and leverage new tools and techniques in customer service practices.Customer Relations:Ensure high standards of customer communication, balancing professionalism with Pineapple's friendly and approachable culture.Handle escalated customer concerns and ensure resolution in a timely and satisfactory manner.Qualifications & Experience:Matric (Grade 12)RE5,Full Qualification, Generic Management4+ years in Customer Service Management, preferably within a financial institution, insurance company, or tech startup.Knowledge & Characteristics Required:Skills:Strong communication and interpersonal skillsDecision-making and problem-solving abilityCollaborative and strategic thinkingAbility to manage teams and drive performanceKnowledge:Internal client relationship managementCustomer relationship managementInsurance industry knowledgeOperational excellence in customer service processesCompliance & regulatory standardsCharacteristics:Accountability – Takes responsibility for assigned tasks and follows through effectively.Detail-Oriented – Ensures accuracy and attention to detail in all work.Solutions-Oriented – Actively seeks solutions to challenges and improves processes.Resilient & Target-Driven – Can work in a high-pressure environment and meetperformance targets.Honest & Ethical – Maintains integrity in all professional interactions.Resilient, target-driven, and able to work in a high-pressure environmentHow to Apply:If you meet the above requirements and are eager to contribute to a growing and dynamic company, please email your updated resume (CV) to ******.
(SUBJECT:Customer Service Manager Application) by Monday 12th May 2025.Pineapple Tech PTY LTD is an equal opportunity employer.
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