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Pineapple is Hiring a Customer Service Manager in Johannesburg

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About Us:

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 customer
  • service goals.
  • Conduct regular coaching, performance reviews, and feedback sessions to ensure team
  • development.

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:

Minimum Requirements:

  • Matric (Grade 12)
  • RE5,Full Qualification, Generic Management
  • 4+ years in Customer Service Management, preferably within a financial institution, insurance company, or tech startup.

Knowledge & Characteristics Required:

Skills:

  • Strong communication and interpersonal skills
  • Decision-making and problem-solving ability
  • Conflict management skills
  • Collaborative and strategic thinking
  • Ability to manage teams and drive performance

Knowledge:

  • Internal client relationship management
  • Customer relationship management
  • Insurance industry knowledge
  • Operational excellence in customer service processes
  • Compliance & regulatory standards

Characteristics:

  • 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 meet
  • performance targets.
  • Honest & Ethical – Maintains integrity in all professional interactions.
  • Resilient, target-driven, and able to work in a high-pressure environment

How 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 [email protected]. (SUBJECT:Customer Service Manager Application) by Monday 12th May 2025

If you meet the above requirements and are eager to contribute to a growing and dynamic company, please email your updated resume (CV) to [email protected]. (SUBJECT:Customer Service Manager Application) by Monday 12th May 2025.

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