Customer Services Team Leader

💼 Job Title

Customer Services Team Leader

🔝 Reports to

Customer Services Manager

🌐 Location

Cape Town, Parklands

🏢 Work Mode

Onsite/Hybrid

🧭 Division

Supply Chain Management 

🗂️ Department

Customer Services

📝 Employment Type

Permanent

Closing Date

3rd June 2025

🧬 Why Cipla?

At Cipla, Caring for Life isn’t just our purpose, it’s our promise. We’re here to Make Life Thrive by making quality healthcare more accessible, inclusive, and impactful across the continent.
With innovation at our core and compassion in every decision, we’re building teams that challenge convention, uplift communities, and shape the future of healthcare.
Whether you're in the lab, managing logistics, leading teams, or in the heart of operations, every role fuels our mission. At Cipla, you grow with purpose, lead with empathy, and belong from day one.

🎯 Job Purpose

The responsibilities include but are not limited to driving service excellence within Customer Services with a particular focus on team leadership, managing customer services operations, developing procedures to enhance productivity, data analysis and overall improving customer experience while building a positive and engaged environment.

📌 Accountabilities

Manage Daily Customer Services Operations

• Ensure information systems and operating platforms within Customer Service are fully functional daily, and any issues/non-conformances are reported to the relevant person/s timeously
• Ensures high levels of customer satisfaction by measuring and tracking relevant customer satisfaction metrics & SLA’s
• Oversee Customer Services systems utilization
• Drive CS procedure adherence

Order Fulfilment

• Ensure that all incoming orders received in Customer Service are processed effectively within SLA and in line with Customer Services standard procedures
• Manage account “on hold” as per Customer Service standards
• Ensure that all export orders are in line with exports regulation/standards
• Improve order accuracy

Customer Query Management

• Ensure that all customer queries received are resolved effectively and accurately within the agreed timelines
• Ensure all credits approvals are in line with internal processes
• Manage customer accounts recons with the team
• Manage Clawback process

Reporting

• Compile accurate Customer Services Daily, Weekly and Monthly reporting
• Oversee back-order reporting to internal and external customers
• Track, manage and improve overall Customer Service accuracy and efficiency levels
• Manage daily Customer Service transactions
• Manage Customer Service performance
• Manage Customer Service Daily Controls

Customer Engagement

• Determine customer service requirements by building coalition with internal and external customers
• Oversee the management of customer’s delivery expectation through daily random telephonic updates to customers
• Build sustainable relationships and trust with customers through open communication
• Manage customer experience analysis

Pricing & Filing

• Oversee prices and discount in the system as agreed with the commercial team
• Distribute and communicate updated price lists amongst the team
• Oversee Customer Service teams daily and monthly filing

Team Engagement

• Ensure team perform in line with quality monitoring standards and Customer score metrics
• Ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Demonstrating a strong understanding of Customer Service
• Manages ongoing performance in line with Performance Management structure and Training 

Customer Service Standards

•  Develop and Standardise Customer Service workflow and procedures

Other

• Drives and implements continuous process and technology improvements in collaboration with relevant stakeholders
• Acts as first point of contact to manage escalations and exceptions
• Drive and contribute to a culture of quality/excellence, through adherence to Customer Service standards and operational controls
• Perform standard Customer Service duties and be the dedicated contact person for some key accounts
• May be required to perform duties outside of this job spec

🧾 Qualification and Relevant Experience

• National Diploma / Bachelors Degree (Business Administration / Supply Chain is preferred)
• Prior 3 - 4 years’ operational experience within a Customer Service environment or similar related experience is essential.
• A minimum of 2 years people management experience is a prerequisite
• Experience in managing a hybrid work environment will be advantageous
• Digitally savvy professional with solid knowledge and practical experience in ERP & CRM systems.
• Experience on BOT application would be an added advantage
• Proficient in MS Office (Word, Excel, Outlook, PowerPoint & MsTeams)
• Project management experience would be an added advantage
• Mature business ethics 
• Previous work experience in the pharmaceutical industry or similar environment is strongly preferred 

🎁 Employee Benefits & Perks

🌍 Hybrid Work Model

🧠 Individual Centered Upskilling  

🧭 Mentorship & Coaching Pathways

🧘 Wellness First: Mental Health, Physiotherapy, Mindfulness & More

🎂 A Full-Day Off to Celebrate Your Birthday

🏅 Recognition & Great Place to Work Vibes 

🚀 Ready to Apply?

Hit Apply Now. At Cipla, we don’t just hire talent, we invest in voices that move us forward.