Jnr Customer Service Manager at BitCo Telecoms | Apply Now!

📍 Company: Bitco (Logic Melon)
🏢 Address: 29 Grosvenor Road, Bryanston, Johannesburg, 2191, South Africa
💼 Department: Customer Service
📄 Reporting To: Head of Service Management
💼 Position Type: Full-Time

Website: http://www.bitco.co.za

🔍 Introduction

Bitco is seeking a Junior Customer Service Manager to join its Customer Service team in Johannesburg. This role ensures excellent, cost-effective service delivery while managing escalations, improving processes, and maintaining strong customer relationships. You will work closely with the Head of Service Management to enhance service quality for top customers and ensure SLA compliance.

🎯 Key Responsibilities

• Manage the Net Promoter Score (NPS) and customer satisfaction.

• Resolve customer escalations efficiently:

  • Minor Escalations: 72 hours

  • Major Escalations: 24 hours (Top 60 BitCo Customers)

• Conduct incident reporting, root cause analysis (RCA), and trend analysis.

• Prepare Service Level Reviews according to customer agreements.

• Develop and implement service improvement plans.

• Communicate service updates to clients and collaborate with internal teams.

• Monitor adherence to service management policies and procedures.

• Foster strong relationships between service management, sales teams, and customers.

🛠 Skills & Qualifications

Education & Experience:

• Relevant experience or qualifications in ISP/ICT.

• Minimum 5 years in customer service, ICT, or telecommunications.

• 1–2 years in customer relations in the telecommunications or ICT sector preferred.

Technical Skills:

• Advanced computer literacy and MS Office Suite (Excel, Outlook, Word, PowerPoint).

• Familiarity with Dropbox and service management tools.

• Strong analytical and reporting capabilities.

Soft Skills & Abilities:

• Excellent verbal and written communication.

• Strong time management and problem-solving skills.

• Professional and presentable with strong interpersonal skills.

• Reliable personal vehicle and smartphone.

Character Traits:

• Integrity, honesty, and accountability.

• Passionate and driven to create a positive impact.

• Empowers and supports colleagues for success.

• Takes pride in work and encourages open communication.

💡 CV Tips for Customer Service Management Roles

• Highlight experience managing escalations and SLA compliance.

• Demonstrate proficiency in reporting, analytics, and service improvement initiatives.

• Showcase examples of customer satisfaction improvement or process optimization.

• Emphasize leadership, accountability, and teamwork skills.

• Include certifications or training relevant to ICT, ISP, or customer service management.

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