Senior Customer Services Team Manager

Call Centre Staffing; Cape Town; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A customer service recruitment agency in Cape Town seeks an experienced Customer Service Leader to manage a remote team. The ideal candidate will have strong leadership skills and a background in ecommerce customer service. Key responsibilities include enhancing team capabilities, ensuring excellent customer service, and managing day-to-day operations. Experience in marketplaces like eBay or Amazon is essential. This role is focused on creating a positive team culture and achieving performance targets.

Qualifications

• Minimum 4 years of management or team leader experience in an online retail campaign.
• Ecommerce customer service experience is required.
• Experience with IR and performance management.
• Marketplace experience (eBay, Amazon, TIKTOK) is essential.
• Experience managing a remote team.

Responsibilities

• Provide timely responses to customer complaints across all channels.
• Ensure a customer-centric approach in all processes.
• Collaborate with other departments for a seamless customer experience.
• Manage daily operations of the customer service team.
• Provide training in complaints handling and customer service skills.
• Motivate staff towards achieving performance targets.
• Monitor team performance against quality metrics.

Skills

Leadership skills

Customer service excellence

Team management

Customer-focused approach

Performance management

Job description

SUMMARY :

Our client is seeking an experienced Customer Service Leader to enhance the team's capability in handling customer complaints effectively with a customer first approach. The ideal candidate will possess strong leadership skills, with a background in team management and a proven record of delivering exceptional customer service. While driving continuous improvement based on the feedback received from their customers.

Managing a small team of Customer Service Agents based remotely from South Africa. Ensuring that they lead by example in being a customer advocate in the business.

POSITION INFO : Responsibilities :

• Provide timely and quality responses to customer complaints and escalations across all channels.
• Ensure a customer-centric approach is embedded in all processes and interactions.
• Collaborate with other departments to ensure a seamless customer experience across all touch points.
• Manage day-to-day operations of the customer service team.
• Provide training and support to team members in complaints handling and customer service skills
• Contribute to a positive team culture and motivate staff towards achieving performance targets.
• Monitor team performance and ensure the team adhere to our quality metrics.

Must haves :

• 4 years Management / Team Leader experience on an online retail campaign
• Ecommerce Customer Service Experience (a must have)
• IR & Performance management experience is a must
• Market place experience (eBay, Amazon, TIKTOK)
• Experience managing a Work From Home team