Customer Service Manager at Service Arts and Hospitality Academy (SAHA Africa)

Job Summary:

• We are looking for a highly skilled and emotionally intelligent Customer Service Manager to lead and elevate our guest experience across all customer touchpoints. The ideal candidate will have a unique blend of both hospitality and corporate customer service experience, with a proven ability to lead teams, resolve issues calmly, and maintain top-tier service standards.

Key Responsibilities:

• Oversee and manage the day-to-day customer service operations
• Ensure a consistent, high-quality guest experience across all channels
• Train, supervise, and support customer-facing staff
• Handle escalated customer concerns with professionalism and empathy
• Monitor and improve customer feedback processes and service standards
• Collaborate with other departments to enhance overall guest satisfaction
• Create and implement strategies to improve customer engagement and loyalty
• Maintain detailed reports on service performance and guest feedback

Requirements:

• Minimum of 3–5 years in customer service, with experience in both hospitality and corporate environments
• Strong leadership and team management skills
• Excellent verbal and written communication abilities
• Emotionally intelligent, professional, and solution-oriented
• Tech-savvy and able to use customer service tools and software
• Ability to remain calm under pressure and handle high-stress situations
• Literate, well-spoken, and passionate about creating exceptional guest experiences