A customer service representative assisting a customer.

Customer Service Manager - Durban

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A dispatcher or support agent wearing a headset and a black uniform with red accents, seated at a desk in an office environment.

Overview of the role

As a Customer Service Agent, you will be the first point of contact for our internal and external customers, delivering the highest standard of full and comprehensive customer support. Our roles are critical and varied, ensuring the smooth operation of our contracts by providing efficient, well-organised, and professional assistance.

You could be working with our customers, discussing their queries, claims, and general enquiries via telephone, email, and other communication channels; providing administrative and operational support to the business and coordinating with other G4S departments to provide a high quality customer experience.

Core skills you will master

Stakeholder management

Learn to liaise professionally with internal business partners and high-profile clients to resolve complex queries and maintain service standards.

Advanced technical systems

Master industry-leading software applications for service desk management and data tracking, such as VRIS and Hospitality Suite.

Conflict resolution

Develop the ability to handle complaints and general enquiries under pressure, maintaining a positive and proactive attitude in a high-profile environment.

Customer Service Manager - Durban

Durban, South Africa

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Job ID : 31725

Job category : Security Services

Location : Durban, South Africa

Date posted : N/A

Closing date :

Explore Location

This is a high-impact role requiring an experienced, results-driven individual with strong leadership, operational, and client management skills. The successful candidate will be responsible for maintaining service excellence, ensuring compliance, and supporting operational teams to meet contractual obligations and client expectations.

Key Responsibilities

Build and maintain strong client relationships through regular engagement, site visits, and performance reviews.

Ensure service delivery meets or exceeds contract specifications, company standards, and legal/regulatory compliance (PSIRA, OHS etc.).

Conduct site audits, resolve client complaints, and implement corrective actions.

Lead and manage on-site teams, including supervisors and security personnel.

Coordinate investigations into incidents, service failures, and disciplinary matters.

Ensure officers are deployed in accordance with SOPs and service level agreements.

Compile and submit accurate operational and client service reports.

Effectively manage contract financial performance, including budgets, cost control, and margin optimization.

Monitor overtime, ensure billing accuracy, and contribute to financial forecasting.

Conduct night visits, unscheduled inspections, and ensure high visibility at sites.

Willingness to work long hours, weekends, and public holidays as required by operational needs.

Minimum Requirements

Grade 12 (Matric) – Essential

PSIRA Grade A Certification – Essential

Tertiary qualification in Security Management, Business Administration, or related field – Preferred

Minimum 3–5 years’ experience in a customer-facing operational role (preferably in security industry)

Strong knowledge of PSIRAstandards and security site management

Valid Driver’s Licence and own reliable vehicle – Essential

Proficient in MS Office Suite (Word, Excel, Outlook, PowerPoint)

Excellent written and verbal communication skills

High level of professionalism, integrity, and accountability

Working Conditions

Based in KZN with regular travel to operational sites within the province

Required to work extended hours, including nights, weekends, and public holidays as needed

May be placed on an after-hours standby roster

High-pressure environment requiring flexibility and proactive problem-solving

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Success profile

Our Customer Services teams are not just reactive, they are inherently positive, proactive, and resourceful. Our successful Customer Service Agents thrive in fast-paced environments, possess a genuine passion for problem-solving, and are committed to excellence. Here are some of the qualities we are looking for in our team members:

Customer orientated
Teamwork
Adaptability
Resilience
Collaboration
Organisation

Hear from one of our Customer Service team members

What I love most about working in the Customer Service Team is the variety; no two days are the same. You aren't just answering queries; you’re a problem-solver for high-profile clients and a key part of a wider team. Since joining, I’ve been encouraged to grow my IT and stakeholder management skills through dedicated training. Knowing there is a clear pathway to progress into leadership or specialised operations makes this more than just a job—it’s a career where you genuinely feel supported.

G4S Customer Service

Career path

Our Customer Service positions offer candidates a range of opportunities to support personal and professional development. Our customer service agents have excellent transferable skills which makes them perfect candidates for progression into other areas too such as HR, Recruitment or Training.

Rewards and benefits

Working for G4S means you are part of a global, market-leading business. We are committed to investing in our people and offer a competitive and comprehensive benefits package designed to support your total wellbeing.

Development & Growth

We provide dedicated progression, training, and development opportunities tailored to your career goals.

Rewards & Compensation

We believe in recognising hard work through competitive pay and performance-based rewards that celebrate your individual and team achievements.

Health & Wellbeing

We prioritise your physical and mental wellness with comprehensive support programs and resources designed to help you bring your best self to work every day.