Brights Hardware was founded in 1971 by Mr. and Mrs. Luis as a General Dealer specializing in electrical contracting and repairs. Through the years, the business has grown into a multi-faceted outlet for all one’s building material and hardware needs.
Since opening the first warehouse in Stikland, Cape Town in 1995, Brights has expanded considerably wit...
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Purpose: The purpose of this role is to provide administrative support to the Customer Experience department, ensuring the achievement of Service Level Agreements (SLAs) and goals aligned with Brights values. The incumbent will undertake a range of duties, including reporting, training and customer service activities and assume a deputy role for the department supervisor in their absence.
KEY RESPONSIBILITIES:
Provide administrative support to the Customer Experience department
Ensure accurate and timely month-end reporting - Coordinate and minute weekly management sessions
Assist Department Supervisor with ad-hoc duties and projects
Monitor and promote Net Promoter Score (NPS) surveys in-store
Manage incentive programs and daily NPS reports
Deliver in-store training on customer experience processes and procedures
Identify training requirements and facilitate loyalty card training
Oversee online order fulfilment and communicate with stores on product transfers
Manage loyalty card administration, including customer details and point transfers
Handle customer queries, compliments, and complaints reporting
Conduct SWOT analysis and provide feedback on opportunities for store improvement
REQUIREMENTS:
Matric or Equivalent
NQF Level 5 in Business related studies advantageous
4 years in Customer Experience
Brights Leadership Training completed
Brights Induction (Service Excellence)
Have a valid Driver’s Licence & own vehicle (advantage)
Ability to train and develop when required.
Decision making capabilities
Computer LiteracyK8 System Knowledge
Ability to multitask
Ability to communicate clearly & effectively (verbal & written) at all levels
Leadership Skills (monitoring, evaluations, planning, time management & organising skills)
Analytical, Problem solving, conflict resolution & employee relations skills
Good Customer Experience, interpersonal and organisational skills
Operational and people management skills
Microsoft Office (Internet, E-mails, Word & Excel)
Gmail
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