Customer Care Manager

About the role

Watu South Africa is hiring a Customer Care Manager based in Johannesburg, reporting to the Head of Growth. The role leads and develops the contact centre that supports Watu's mission of empowering entrepreneurs through asset financing for mobility assets and phones. It is a permanent, full-time position with a 3-month probation period.

Key responsibilities

• Shape customer care strategy and identify opportunities to grow and improve the contact centre.
• Lead, mentor and develop a team of customer care supervisors and agents across voice and digital channels.
• Oversee day-to-day operations, ensuring efficient handling of customer enquiries and issues.
• Implement best practices to improve response times, reduce call handling times and raise customer satisfaction.
• Evaluate process gaps and champion practical improvements to tools and processes.
• Monitor KPIs and metrics, hold regular performance reviews, give constructive feedback and put improvement plans in place.
• Generate and analyse performance reports, use the insights to drive improvement and report progress to senior management.
• Work with other departments to fix customer pain points and ensure a seamless experience across voice, chat, email and social media.
• Act as escalation point for complex or high-priority issues and develop crisis plans.
• Stay up to date with customer experience trends and recommend new approaches.
• Work with the Watu South Africa leadership team to protect the company's interests and deliver operational targets.

Required profile

• Two to five years of proven experience in a customer service role, including supervisory or management responsibilities.
• Strong understanding of contact centre operations.
• Leadership track record: driving performance, shaping culture and developing people.
• Excellent communication, interpersonal and team skills, with the ability to build rapport with a diverse team.
• Clear leadership, planning and organisational skills, able to make sound decisions under pressure.
• Sound financial judgement, including managing a departmental budget and being accountable for its costs and outcomes.
• Successful background checks will be required, in line with POPIA.