Capitec Client Care

Be Part of the Capitec Journey!

Capitec Bank, one of South Africa’s leading retail banks, is on the lookout for energetic, self-motivated individuals with a passion for service excellence in the banking industry. As a forward-thinking financial institution, Capitec champions simplicity, accessibility, and client-centric solutions.

We are currently seeking a Manager: Chat Support to lead and empower our Chat Support team within the Client Engagement Centre. This is a fantastic opportunity for a strategic and people-focused leader to drive innovation and efficiency while delivering top-tier customer service.

Role Purpose

In this pivotal role, you will manage a core function within the Client Engagement team. Your mission will be to empower the Chat Support team, ensuring seamless tactical execution of business plans that align with Capitec’s broader client engagement strategy. You will play a critical role in enhancing customer satisfaction and achieving key business objectives.

Key Responsibilities

Oversee and manage the Chat Support team, ensuring alignment with Capitec’s client engagement strategy.
Drive the tactical implementation of the Chat Support business plan.
Foster a high-performance culture focused on meeting and exceeding service level agreements (SLAs).
Lead process improvements and operational efficiencies within the team.
Provide mentorship, guidance, and development opportunities to team members.
Collaborate across departments to ensure a seamless client experience.
Monitor team performance and implement corrective measures when needed.

What You Bring

Qualifications:
- Minimum: Bachelor’s Degree.
- Preferred: Honours Degree.
Experience:
- Minimum:
  - 5+ years in professional, service-oriented environments.
  - 3+ years in a supervisory role managing direct reports.
  - Solid understanding of client service principles and practices.
  - Strong knowledge of CRM concepts, operations management, and commercial business acumen.
  - Applied understanding of banking or service technology and infrastructure.
- Ideal:
  - Experience managing teams in a target/SLA-driven environment.
  - Background in banking, service, or retail administration.
  - Familiarity with Capitec’s integrated systems, policies, and infrastructure.
Key Skills:
- Strong leadership and decision-making skills.
- Excellent interpersonal and relationship management abilities.
- Effective planning, organizing, and coordination capabilities.
- Problem-solving mindset with a focus on innovation and service delivery.

Why Join Capitec?

Capitec offers a dynamic, inclusive, and supportive environment where your contributions make a real difference. You’ll have the opportunity to work with cutting-edge technologies, collaborate with talented professionals, and be part of a company that values growth, diversity, and empowerment.

Find similar jobs at:
https://careerjunctionza.co.za/jobs/

Top CV Tips for This Role

Highlight Leadership Experience: Emphasize your supervisory experience and showcase how you’ve successfully led teams to meet targets and drive performance.
Showcase CRM & Client Service Expertise: Detail your knowledge of client service principles, CRM concepts, and any related achievements in enhancing customer satisfaction.
Include Operational Management Acumen: Demonstrate your experience in operations management, especially in high-pressure, SLA-driven environments.
Technical & Banking Insight: If you have experience with banking technologies or have worked in a service support environment, ensure this is clearly stated.
Metrics & Achievements: Use data and KPIs to illustrate your impact—e.g., “Improved team SLA performance by 20% over 6 months.”

Company Website:
https://www.capitecbank.co.za/

To apply for this job please visit careers.capitecbank.co.za.