Assistant Customer Support Manager (Sub-Saharan Africa)

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Our Services team is part of the Motorola Solutions business covering the West Africa region. We are a professional services team that delivers on-site support services and managed services to our customers. We deliver customer focused world-class, leading edge, end-to-end solutions fit for purpose within each customer’s unique environment that include various voice (including radio) communications, data and video technologies with our clients predominantly in the public safety government sector and the energy & natural resources industry.

Job Description

The Assistant Customer Service Manager will support service delivery operations across our Francophone West African markets, including but not limited to Togo, Senegal, Benin, and Mali. Working closely with the Regional CSM, you will help execute localized, culturally resonant, and efficient customer experiences. You will act as a key liaison between our International Managed & Support Services and our West African customers, ensuring day-to-day operations run smoothly.

Key Responsibilities

1. Operational Support & Service Delivery

• Strategy Execution: Assist in the implementation of the localized customer service strategy, ensuring daily operations align with regional communication preferences.

• Performance Tracking: Gather data, monitor day-to-day service levels, and prepare reports on regional KPIs for the Regional CSM.

• Localization & Etiquette: Ensure all daily customer engagements adhere to West African business etiquette, maintaining high standards of politeness and formal correspondence.

• Account Support: Assist the Regional CSM in identifying and qualifying upsell opportunities within the existing customer base.

2. Team Coordination & Communication

• Field Liaison: Coordinate daily activities and maintain clear communication channels with regional field teams.

• Partner Support: Assist in monitoring the performance and day-to-day needs of remote or outsourced partners within the region.

3. Process Management & Tech

• Workflow Maintenance: Support the integration and adherence to MSI processes within the daily customer service workflow.

• CRM Administration: Actively maintain and update CRM tools, such as Salesforce, to ensure accurate tracking of account health and growth.

• Escalation Handling: Act as the initial point of contact for service issues, resolving tier-one escalations and preparing detailed briefs for the Regional CSM on complex matters.

• Account Administration: Assist with the administrative tasks required to manage, renew, and grow customer accounts.

Basic Requirements

Required Skills & Experience

• Language: Professional proficiency in speaking and writing both French and English is mandatory.

• Experience: 1–3 years in customer service, account management, or service operations, ideally within the Telecoms, logistics, or import/export sectors.

• Cultural Intelligence: Strong understanding of the business landscape and cultural nuances of the region.

• Education: Bachelor’s degree in Business Administration, Communications, Engineering, or a related field.

Preferred Competencies

• Tech Savvy: High proficiency in CRM software and daily operational tech tools.

• Adaptability: Ability to maintain a positive attitude and consistent service levels despite regional infrastructure challenges, such as power or internet fluctuations.

• Etiquette: Mastery of "Vouvoiement" and the formal correspondence style required for high-level French-speaking business interactions.

• Regional Mobility: Willingness to travel occasionally to key hubs as required to support the Regional CSM.

• Location: Ideally based in Johannesburg or Cape Town, South Africa.  West Africa also preferred, other locations will be considered.

We offer:

• Discovery medical aid

• Old Mutual pension fund

• 20 PTO days, 36 sick leave days in a 3-year cycle (PTO entitlement increasing with the years of service)

• Family responsibility, compassionate and study leaves

• Employee Assistance Program - a confidential and free of charge hotline with professional counselling for our employees and their families

• Educational assistance program

• Free and unlimited access to all courses on LinkedIn Learning

• For Sales Team members - Fuel Allowance

Travel Requirements

Over 50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Company

Motorola Solutions South Africa (Proprietary) Limited

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.