Customer Service Manager

Adumo, a leading payments and rewards solutions provider and part of the Lesaka Technologies group, is looking for a Customer Service Manager to lead our frontline client service operations. This is a critical leadership role focused on customer retention, system health, and driving SLA adherence through coaching, analytics, and operational efficiency.

If you’re passionate about delivering an exceptional client experience, thrive in fast-paced environments, and are obsessed with process and people development—this one’s for you.

Key Responsibilities

Customer Retention & Satisfaction

• Ensure timely resolution of customer queries in line with SLA commitments.

• Monitor ticket dashboards to prevent SLA breaches and drive accountability.

• Lead efforts to reduce query turnaround times and improve First Contact Resolution (FCR).

• Provide ad-hoc training to customers as needed and ensure all communication is professional and solution-focused.

• Drive usage and adoption of platforms like the Sixty60 integration with the CX team.

• Proactively reduce repeat customer queries and improve CSAT and NPS scores.

Compliance & System Health

• Ensure all processes (card top-ups, master account management, portal queries, voucher engine issues, etc.) are executed per SOPs and SLAs.

• Monitor system health and manage checks performed by consultants.

• Lead root cause analysis efforts and submit reports with corrective actions.

• Escalate risks appropriately and ensure adherence to change control processes.

• Maintain proactive communication with clients during system incidents or escalations.

Team Leadership, Coaching & Development

• Mentor, train, and support Client Services Consultants on systems, processes, and customer engagement.

• Monitor individual and team performance; give regular feedback and identify gaps.

• Develop personal development plans and facilitate weekly team check-ins and upskilling sessions.

• Drive a high-performance culture by reinforcing positive behaviours and addressing performance concerns effectively.

Operational Excellence & Project Involvement

• Oversee workflows in Salesforce to ensure correct task allocation and deadline adherence.

• Develop support structures and improve efficiency through process improvement.

• Participate in cross-functional projects and system enhancements (e.g., Salesforce, Customer Portal, Cardholder Portal).

• Track performance against SLAs and contractual obligations for each client.

• Provide regular reporting to management, including weekly and monthly CX/Operations reports and fault/root cause analysis.

What You’ll Need

• Matric (NQF Level 4)

• Diploma in Marketing, Sales or Business Management (NQF Level 6)

• 5–7 years’ experience in Customer Service or Operations Management, preferably within fintech, telecoms, or another high-volume environment

• Solid understanding of SLA management, team leadership, and customer experience frameworks

• Experience with Salesforce or other CRM/ticketing tools is highly advantageous

• A structured, solutions-driven approach and the ability to coach and lead teams under pressure

Why Join Adumo?

As part of Lesaka Technologies, Adumo is shaping the future of digital payments and customer engagement across South Africa. We offer a dynamic, purpose-driven environment where leadership, impact, and innovation are encouraged.

Apply now to help us build a best-in-class customer experience—one SLA at a time.

If you have not heard from us within 14 days of submitting your application, please consider your application unsuccessful.