CX Manager

About Feathercom

Feathercom Retail Partners is one of South Africa's leading Telkom authorised dealers, operating 40 retail branches and kiosks across the Western Cape. We are a fast-paced, sales-driven business passionate about connecting customers with the right products and services. Our call centre team plays a critical role in customer retention, social media engagement, and new business acquisition — and we're looking for the right person to lead it.

The Opportunity

We are looking for an experienced and driven Customer Experience (CX) Manager to take full ownership of our call centre operations. This is a hands-on leadership role — you'll be managing a team of call centre agents, driving sales targets, overseeing social media customer engagement, and ensuring that every customer interaction reflects the Feathercom and Telkom brand standards.

If you thrive in a high-energy sales environment, love developing people, and have a track record of turning a good team into a great one — we want to hear from you.

What You'll Be Doing

• Leading the daily operations of a call centre team — from morning briefings to performance coaching and target reviews
• Monitoring and driving sales conversion across inbound and outbound call centre activity
• Managing social media customer engagement — responding to enquiries, distributing leads, and resolving complaints across digital platforms
• Supporting customer retention through targeted initiatives aimed at reducing churn and improving the overall customer experience
• Ensuring full compliance with Telkom and Feathercom policies, FICA requirements, and internal procedures
• Producing accurate operational reports for senior management, including customer base health, mobile renewal, and fibre performance
• Managing stock processes including stock takes, IBT coordination, and variance reporting
• Building and maintaining strong relationships with internal departments and external stakeholders

What We're Looking For

Minimum requirements:

• Grade 12 / Matric (essential)
• 2–3 years' experience managing a call centre team in a sales environment
• Demonstrated ability to drive sales targets through a team
• Strong people management and coaching skills
• Experience with CRM systems (Zoho CRM advantageous)
• Comfortable managing social media channels and digital customer engagement
• Excellent communication skills — written and verbal
• Ability to work under pressure and manage multiple priorities simultaneously

Advantageous:

• Experience in the telecoms or retail sector
• Familiarity with Telkom products and services
• Experience with TikTok content management or social media marketing
• Knowledge of FICA compliance requirements in a sales environment
• A relevant post-matric qualification in business, management, or marketing

What's In It For You

• A competitive market-related salary (discussed at interview based on experience)
• Performance-based commission and incentive opportunities
• A dynamic, fast-growing business with real opportunities for career growth
• Exposure to one of South Africa's biggest telecoms brands — Telkom
• A collaborative, people-first culture led by an experienced management team
• Access to continuous product and skills training through Telkom and Feathercom programmes

How to Apply

Interested candidates are invited to apply via Indeed or submit their CV and a brief cover letter to:

• hr@feathercom.co.za
• Subject line: CX Manager – [Your Full Name]
• Closing date: 12 October 2026

Please note: Only shortlisted candidates will be contacted. If you do not hear from us within 14 days of the closing date, please consider your application unsuccessful. Feathercom is an equal opportunity employer and appointments will be made in line with our Employment Equity Plan.

Application Question(s):

• Do you have experience working on CRM systems?
• Are you comfortable managing social media channels and digital customer engagement?

Education:

• High School (matric) (Required)

Experience:

• Call centre management in sales: 3 years (Required)

Work Location: In person