Senior Customer Services Team Manager

University of Fort Hare; Wes-Kaap; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A higher education institution in South Africa is seeking an experienced Customer Service Leader to manage a remote team and enhance customer service capabilities. The ideal candidate will have a strong leadership background in ecommerce customer service, with at least 4 years of management experience. Responsibilities include driving a customer-first approach and monitoring team performance while ensuring effective handling of complaints.

Qualifications

• 4 years Management / Team Leader experience on an online retail campaign.
• Ecommerce Customer Service Experience is a must.
• IR & Performance management experience is essential.
• Experience managing a Work From Home team.

Responsibilities

• Provide timely and quality responses to customer complaints and escalations.
• Ensure a customer-centric approach in all processes and interactions.
• Manage day-to-day operations of the customer service team.

Skills

Team Leadership

Customer Service Focus

Ecommerce Experience

Performance Management

Job description

R40 000 Cost To Company (None, Negotiable)

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.

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