Job Description

We are seeking a dynamic and strategic Customer Service Manager to oversee and grow our operations across South Africa and the Sub-Saharan Africa (SSA) region. This leadership role focuses on aligning Customer Service strategies with BSH's commercial goals, driving continuous improvement in service excellence, and supporting a high-performing team and culture.

Key responsibilities include:

Developing and executing the Customer Service strategy for the SSA region Driving achievement of commercial targets and KPIs Leading and developing a team of 14 staff members Managing resource allocation and operational planning Ensuring compliance with service level agreements and quality standards Promoting customer satisfaction through process enhancements and innovation

Minimum Requirements

To be considered for this role, candidates must meet the following criteria:

Proven technical expertise in servicing white goods, with a strong command of industry practices and standards 5-7 years of leadership experience in an after-sales service environment specifically focused on white goods Strong operational proficiency in customer service delivery and spare parts supply chain logistics Track record of effective risk management, including proactive loss prevention and business continuity strategies Demonstrated financial acumen, with hands-on experience in departmental budgeting and strategic business planning

Key Responsibilities

Leadership & Team Development

Recruit, manage, and support Customer Service staff Design and implement training programs and performance management initiatives Set clear departmental goals and maintain a motivating team culture

Sales & Workshop Support

Oversee spare parts ordering to ensure accuracy in quantity, pricing, and timeliness Provide supervision and technical guidance to workshop staff Review and advise on repair quotations and exchange decisions

Planning & Operations

Lead the development and review of annual business plans and forecasts Ensure prompt action on outstanding service cases using LADA and service tools Enforce stringent security protocols for workshop and asset protection

International Collaboration

Maintain accurate reporting for German HQ Facilitate effective communication with Germany/Turkey on planning and technical queries Coordinate documentation (eFSBs) with relevant Technical Departments

Customer Service Excellence

Establish strategies that ensure delivery of outstanding customer service Monitor performance metrics and implement improvement initiatives

Core Competencies

Successful candidates will demonstrate the following:

Strong leadership and team-building capabilities Excellent negotiation and stakeholder engagement skills Clear communication and effective presentation style Strategic and analytical thinking Adaptability, commercial awareness, and innovation mindset Commitment to collaboration and high-performance standards
If you are driven, open minded, creative, an innovative, progressive thinker and would like to join a dynamic world renown company and great team, please e-mail a copy of your CV and qualifications to BSH Human Resources at candice.hattingh@bshg.com.

Closing Date: 18 July 2025

Job Type: Permanent

Work Location: In person