Customer Service Manager - Ndabeni at OneDayOnly.co.za

About you

Customer Service at OneDayOnly includes a group of mega-skilled, self-motivated, all-round lovely humans that are united in bringing sweet resolutions to the lives of South Africans, every day. Intrigued? Want to lead our epic team? Keep reading!

As a Customer Service Manager you’ll be responsible for the overall direction, coordination, quality, and productivity of the Customer Service Department. This position requires someone who can innovate, drive process improvements, and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics-driven environment.

Responsibilities:

People Management:

• Lead and manage the customer service teams and be responsible for their overall direction and performance.
• Carry out supervisory responsibilities in accordance with OneDayOnly’s policies and procedures; additional responsibilities include interviewing, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees, and effective conflict resolution.
• Build productive working relationships with team leaders, peers, leadership, and other departments.
• Manage the career growth and development of the Customer Service team by driving focus on OneDayOnly’s leadership principles.
• Plays a critical role in leadership depth by providing guidance and mentorship to all levels of leadership within their organisational units, as well as serving as an outstanding role model.

Deliver Results:

• Strong time management and organisational skills
• Complete tasks on time to a high-quality standard
• Take action on issues and opportunities raised
• Assist Agents and Team Leaders with understanding the performance bar and support them in reaching it
• Drive team engagement and actions through connections, results and insights.

Project Management Responsibilities:

• Solving complex customer service issues and proactively preventing negative service trends.
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
• Understanding and correctly utilising resources provided by internal systems, departments, policies, and procedures.
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
• Managing workflow, escalations, and effectively delegating workload across the leadership team.
• Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of OneDayOnly.
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions.
• Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, and lean initiatives.

Qualifications & Experience:

• Bachelor Degree advantageous
• Minimum of 4 years Customer Service Management experience
• Proven Leadership skills
• Innovative and systems driven
• E-Commerce experience (Advantageous)
• Operations Experience
• Self-motivated, goal-driven and the ability to multitask
• Tech-savvy