Are you a natural leader with a passion for customer excellence?

As our Customer Care Manager, you’ll coordinate day-to-day services—ranging from Service Desk and Sales Support to Procurement, Logistics, and Warranty & Repair Management. You’ll empower a diverse team of professionals, ensuring seamless processes, real-time performance monitoring, and swift resolution of customer issues.

What You’ll Do

Lead and develop the Customer Care team, fostering an empowered and inclusive environment

Design and deliver formal and informal training to eliminate skill gaps and ensure process consistency

Monitor key metrics and SLAs in real time, identifying trends and driving continuous improvement

Act as the primary escalation point for major events and SLA breaches, liaising with senior executives

Allocate resources effectively to meet customer commitments within KPIs and SLAs

Ensure every customer interaction reflects professionalism and our brand values

Oversee timely stock ordering and processing activities

Champion our quality management system by establishing, maintaining, and improving QMS processes

Promote a process-driven, risk-based mindset across the team and address nonconformities proactively

What We’re Looking For

Skills and Experience

Strong attention to detail with excellent analytical capabilities and a proactive “can-do” attitude

Exceptional communication and relationship-building skills at all organisational levels

Proven experience in sales/service support, resource scheduling, customer service, and inventory management

Track record of meeting deadlines and enhancing operational procedures

Proficiency in Microsoft Office Suite (Outlook, Word, Excel, Teams, PowerPoint) and various CRM systems

Excellent time management and multitasking abilities

Personal Attributes

Thrives in a fast-paced environment and enjoys learning new challenges

Objective thinker with a friendly, positive disposition under pressure

Professional brand advocate who values integrity and accountability

Adaptable to change and skilled at problem-solving with practical solutions

Why Join Progility

Make an immediate impact by leading a high-performing team at a critical junction of our customer journey

Develop your leadership skills with ongoing training and growth opportunities

Collaborate with senior executives and shape the future of our customer experience

Be part of a values-driven organisation that champions quality, transparency, and continuous improvement