Customer Service Manager at Cape Union Mart

Key Duties:

• Day-to-day team management and support.
• Development of daily team schedule, including weekend overtime as and when needed.
• Review, develop and maintain sustainable processes that set the team up for success to effectively and timeously solving customer queries.
• Play a key role in stakeholder engagement and cross-functional coordination to ensure that all parties have access to key information timeously.
• Provide regular reporting to management and key stakeholders.
• Actively support team and manage service levels and resolution SLAs to ensure timeous resolution of customer queries.
• Draft requirements as they arise that may require process and / or system changes.
• Analyse customer feedback and queries to identify trends to support the ongoing improvement of our overall customer experience.
• Ensure that all customer-facing policies and procedures are adhered to support clear resolution and consistency.
• Support ongoing training and development needs of team members to ensure high quality standards are maintained.
• Appropriately escalate customer queries.

Job Requirements:

Knowledge and Experience

• 5+ years’ experience leading a team
• 5+ years’ experience in a customer service environment
• 3+ years’ experience in a retail environment / customer service function
• Knowledge of Consumer Protection Act and Protection of Personal Information Act required
• Experience with Salesforce Service Cloud advantageous
• E-commerce experience advantageous
• Relevant on the job training and / or courses
• Proficient in MS Office Suite

Competencies

• Passionate and proactive customer problem solver
• Strong administration skills
• Customer-centric
• High attention to detail and methodical
• Team player and strong collaborator
• Good communicator
• Excellent written and verbal communication
• Excellent time management skills and ability to deliver in tight time frames
• Work well under pressure with strong attention to detail and consistency
• Analytical
• KPI-driven and results oriented

Key Performance Areas

• Day-to-day team leadership
• Customer Service Reporting
• Team training and development
• Team performance reviews