Online Customer Service Lead - Omnichannel at Pick n Pay Stores Limited

Job Advert Summary    

• The Online Customer Service Lead has one goal: Building a World-Class Customer Service experience that delights our clients. 
• The Head of Customer Service will be responsible for overseeing all aspects of the customer service department, ensuring that our customers have the best possible experience when shopping with us. This includes managing a team of customer service representatives, developing and implementing customer service policies and procedures, and monitoring and analyzing customer feedback to continuously improve our service.

The Online Customer Service Lead: 

• Leads the Customer Service function for the Online division and sits in the Online Leadership Team 
• Reports to the Head of Operations & Customer Service, who reports to the Omnichannel Executives 
• Leads the strategic development for the function, defines & track KPIs and targets, coordinates Customer Service staff and perform a variety of duties, such as analysing complaints, developing new procedures and implementing customer retention campaigns 
• Interfaces with the Offline Customer Service Manager to coordinate efforts to manage the shared resources and teams 
• Is the voice of the customers within our company. They strive daily to answer one simple question: How can we create value for our customers?

Minimum Requirements    

• Bachelor's degree in business, marketing, or a related field.
• A minimum of 5 years' experience in Customer Service Management
• Previous experience within the grocery industry is a strong plus
• MS Excel Intermediate minimum experience
• MS Powerpoint Intermediate minimum experience
• Data Analysis
• Experience in a range of learning facilitation techniques
• Working knowledge of Microsoft Office tools

Duties & Responsibilities    

• Take charge of the customer service function, establishing a strong customer service culture and building the best customer service team
• Lead, motivate, and manage a team of customer service representatives, providing guidance, coaching, and support as needed.
• Develop and implement customer service policies and procedures, ensuring that they are aligned with the company's overall objectives and values.
• Monitor and analyze customer feedback, identifying areas for improvement and implementing solutions to address customer concerns.
• Create and manage customer service metrics, such as response time and customer satisfaction, and regularly report on these metrics to senior management.
• Builds and maintain productive and trusting relationships within the team and business partners to ensure roadmaps and processes are working collaboratively
• Collaborate with other departments within the company, such as marketing and operations, to ensure that customer needs are met and exceeded.
• Maintain a thorough understanding of the company's products and services, as well as industry trends and best practices in customer service.
• Manage customer escalations and ensure that all complaints are resolved to the satisfaction of the customer
• Interacts with operations staff, problem solving and ensuring exceptional customer service is maintained
• Upskill every team member on customer service end-to-end, ensuring Pick n Pay abides by the highest customer service standards. In particular:
  • Phone etiquette
  • Orders management e.g. order cancellations
  • Freshdesk management and reporting

Competencies    

• Excellent communication and interpersonal skills, with the ability to effectively manage a team and communicate with customers.
• Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions to address customer concerns.
• Experience with online customer service platforms and technologies.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.