Mr Price Hiring (Call Centre)
Mr Price Hiring Customer (Call Centre) in Durban
Are you passionate about delivering exceptional customer service and leading teams to success? Mr Price Money, a division of the Mr Price Group, is looking for a dynamic and experienced Customer (Call Centre) to join their team in Durban, KwaZulu-Natal.
This role is a key leadership position within the company’s customer service operations, responsible for ensuring that every customer interaction reflects the brand’s values of simplicity, energy, and passion. If you have strong management experience in a call centre environment and enjoy developing people, this opportunity could be the perfect fit.
About Mr Price Money
Mr Price Money forms part of the well-known Mr Price Group Limited, one of South Africa’s leading retail brands. The company is renowned for offering affordable financial services and credit products to millions of South Africans.
At the heart of Mr Price Money’s success lies a customer-first approach — ensuring that every touchpoint, whether digital or in-store, delivers value and satisfaction. The Customer plays a crucial role in maintaining this standard by leading the call centre team and driving operational excellence.
Job Overview
Position: Customer (Call Centre)
Location: Durban, KwaZulu-Natal, South Africa
Company: Mr Price
Employment Type: Permanent
Closing Date: [Not specified – apply as soon as possible]
The Customer will oversee the call centre’s day-to-day operations, ensuring exceptional service delivery and a seamless customer experience. This includes managing a team of agents and supervisors, monitoring performance, and implementing strategies to enhance efficiency, productivity, and satisfaction.
Key Responsibilities
As the Customer Experience Manager, your responsibilities will include:
- Leading inbound contact centre operations to achieve service-level targets and customer satisfaction goals.
- Developing and maintaining detailed performance reports and dashboards to track service quality.
- Continuously reviewing and optimizing operational processes to ensure efficiency and compliance.
- Managing budgets and ensuring resources are aligned with business needs.
- Implementing strategies to boost productivity and profitability while maintaining superior service standards.
- Monitoring call queues, workforce management, and agent utilization to meet targets.
- Resolving customer escalations and identifying service trends to support strategic decision-making.
- Collaborating with internal departments, especially Marketing, to align customer communication with brand strategy.
- Ensuring full compliance with service policies, SLAs, and legal frameworks such as the Consumer Protection Act (CPA), National Credit Act (NCA), and Protection of Personal Information Act (POPIA).
- Supporting recruitment, coaching, and development of team members to foster a high-performance culture.
- Working closely with HR to manage performance, conduct, and career progression.
- Promoting continuous improvement and a positive, customer-focused work environment.
Required Qualifications and Experience
To be considered for the Customer Experience Manager role, applicants must meet the following requirements:
- Matric / Grade 12 qualification (essential)
- Diploma in a relevant field (Business Management, Customer Service, or Operations preferred)
- Proficient in Microsoft Office (Intermediate level)
- Experience with call centre systems such as FreshDesk or ZenDesk will be an advantage
- Strong understanding of labour laws, disciplinary procedures, and regulatory frameworks (CPA, POPIA, NCA)
- Proven skills in data analysis, process documentation, and operational improvement
Key Competencies and Skills
The ideal candidate should demonstrate:
- Excellent leadership and communication skills
- Strong strategic thinking and decision-making abilities
- Stakeholder management and change management experience
- Ability to motivate teams and handle conflict resolution effectively
- A results-driven mindset with a commitment to customer satisfaction
- High attention to detail and a passion for continuous learning
Why Join Mr Price Money?
Working at Mr Price Money means being part of a respected South African brand that values innovation, teamwork, and career growth. The company’s culture promotes energy, enthusiasm, and empowerment — giving employees the opportunity to make a real impact.
As a Customer Experience Manager, you’ll be instrumental in shaping the customer journey, implementing service excellence strategies, and leading a team dedicated to delighting customers every day.
You’ll also have access to ongoing training and development opportunities within the larger Mr Price Group, which includes Mr Price Home, Mr Price Apparel, and Mr Price Sport — offering a wide range of future career paths.
Applications should include an updated CV, certified copies of qualifications, and a cover letter detailing relevant experience in customer experience management.
Final Thoughts
This is an exciting opportunity to join a forward-thinking company that’s passionate about customers and committed to service excellence. If you’re a skilled leader with a background in call centre operations and a drive to improve customer experience, this role at Mr Price Money in Durban could be your next big career move.
Apply today and be part of a brand that values people, performance, and purpose.
How to Apply
Interested candidates can apply through the official Mr Price Group Careers Portal by searching for “Customer Experience Manager (Call Centre)” under the Mr Price Money division:
Mr Price Group Careers Portal
