Customer Service Manager | Superbalist-takealot.com

🗏Job Type

Full Time

Superbalist.com, a leading South African online fashion retailer, is looking for highly talented Customer Service Manager to join our Customer Service team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, creative, hard- working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great.

The position reports to the Customer Service Operations Manager

Customer Service Management: to ensure that customers who experience any service failure are handled in an appropriately urgent and sensitive manner and to take ownership of customer retention initiatives in cases of service failure.
Call Centre Leadership & Performance Management: to ensure that the CS environment is lead from the front, that team leaders and agents feel supported, motivated and that a high performance culture is developed by ensuring both that positive performance is appropriately recognised and that under-performance is not tolerated and managed.
Communication: to ensure that CS team is aligned with business goals and that the team is fully aware of their performance and updated on all relevant changes and initiatives.
Operational Hygiene: to ensure that good operational hygiene is undertaken and that all admin is updated.
Analysis & Reporting: to make best used of available data and reporting to manage the team based on facts and evidence and to interpret reports to make sound decisions.
Regular reporting: on agent Productivity, aggregate Department, your CS Team Leaders Balanced scorecards and Inter-department Performance.
HR & Recruitment: to recruit appropriately skilled and mature staff and ensure compliance with regulation and best practice in respect of IR/HR issues and admin.
Your performance will be measured by: achievement against data-driven key performance metrics, inter alia: CSAT/NPS; productivity per agent, your response time and your achievement of specific goals & projects set by the business. Your team, colleagues and other stakeholders will also conduct 360 degree feedback and have a direct effect on your performance.

Attributes required:
Able to build high performance teams
Strong interpersonal skills and the ability to work as an effective team member and leader of a large team
Able to communicate clearly and voice an opinion
Self-directed
Solutions-oriented, can-do attitude and high energy
Process orientated
Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs
Excellent analytical and reporting skills
Qualifications and Experience:
Matric or equivalent
Tertiary qualification is an advantage
Minimum 4 years' experience as a manager in a customer service environment
Experience in the redesign and implementation of new processes and best practices to improve customer satisfaction metrics.
Experience in working in an e-commerce or technology company is a plus
The Environment:
takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
We are short on ego and high on output.
We are doers and not only thinkers, its all in the execution after all.
We love what we do and what we are creating.
We seek to Employ an Extra Ordinary Mind who:
is forthright but respectful
is an expert at doing, who can not only design but also execute
is analytical, able to use data to make decisions
is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours
is passionate about the potential of e-commerce and delivering a world-class customer experience
is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
is able to think about problems from a business perspective using technical and product input
is curious and challenge the status quo
is innovative and enjoys iteration
is collaborative
will be at the cutting edge of developing new concepts for takealot.com.
thinks like an owner of the business.
is SMART, has INTEGRITY and is HARDWORKING
If you meet the above you are an Extraordinary Mind so come and join us!


Apply Here http://bit.ly/2CsPA5b

Job id : , #75436, 105 views,

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