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  • Posted: Feb 12, 2024
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Cape Union Mart International (Pty) Ltd has been equipping South African adventurers since 1933, and is South Africa's favourite outdoor adventure store. Stocking everything one needs for outdoor pursuits - including hiking, camping, trail running, mountain biking, snow sports, travel and more - Cape Union Mart is an essential first step in every adve...
    Read more about this company


    Customer Service Manager

    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


    • 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

    Method of Application

    Interested and qualified? Go to Cape Union Mart on to apply

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