Customer Service Manager
Carrol Boyes
- Cape Town, Western Cape
- Permanent
- Full-time
- Develop and implement a customer experience strategy aligned with business objectives.
- Implement process changes, conduct quality audits, and optimize checks on various customer touchpoints.
- Drive change management to foster a culture of customer centricity.
- Manage the customer communication plan for operational enhancements (e.g. new payment method, change in return policies etc.).
- Daily management of all customer queries and complaints across all communication and sales channels.
- Manage and support all customer facing staff to resolve queries and complaints across all channels.
- Monitor and vet all customer reviews and provide appropriate responses.
- Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders in a timely and professional manner.
- Communicate and maintain customer service standards.
- Handle and resolve complex and escalated queries timeously and accurately.
- Implement a ticket system and escalation process to resolve queries and complaints.
- Ensure that the operational support functions (order and return processes, repolishing processes etc.) are efficiently integrated into the overall customer services process to best support a great customer experience.
- Create effective customer service procedures, policies, and ensure high standards through SOPs.
- Ongoing research into customer service best practices with recommendations.
- Implement customer service KPIs and metrics across the business.
- Compile daily, monthly, and quarterly reports on operational and customer metrics.
- Report on customer experience and satisfaction metrics to the Executive Committee team.
- Gather customer feedback and insights with monthly surveys to identify customer pain points and recommendations.
- Map customer journeys to identify customer pain points and gaps in business processes.
- Collaborate with the relevant departments to conduct root cause analysis of queries and key improvements thereof.
- Support the marketing team and collaborate with various departments to drive business initiatives to improve customer experience online and in-store.
- Any ad-hoc requirements requested by line manager.
- Minimum of 3 years experience in a managerial role.
- Minimum of 5 years' experience in office administration or a similar role.
- Customer service experience in a fast-paced working environment.
- Experience working with high end retail brands.
- Proficient in using CRM programs or ticketing systems such as Zendesk, Freshdesk etc.
- Computer literate with advanced MS Excel skills.
- At least 5 years' experience working in Customer Service.
- Preferably 3 years of project management experience.
- Strong interpersonal and communication skills.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Advanced troubleshooting and multi-tasking skills.
- Strong creative thinking and problem-solving skills.
- Fluent in English, strong written and verbal communication skills.
- Self-motivated, capable of taking the initiative and managing multiple challenges, and shifting priorities when needed.
- Able to work under pressure and always remain professional.
- Flexible to work after hours.
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