Superbalist - Operations Specialist at Superbalist.com

The Role:

• The Customer Operations team works to monitor, manage and resolve operational issues that affect the customer in order to facilitate operational excellence and deliver a world class customer experience. It's responsible for directing and resolving all escalated queries from the CS with the Warehouse, TDT and Superbalist operations partners. They collaborate with all internal and external stakeholders to ensure all areas of the business are aware and updated with the impact operational faults and process inefficiencies may have on the business.

Job Description

• Support the greater operations structure in running the day to day operations of SUP. This includes Customer Operations, Customer Services and Supply Chain.
• Identifying root causes and providing trend insights of customer defects and operational gaps within SUP's systems and processes, through CS escalations/ feedback and analysis of SUP's operational metrics, processes and policies.
• Proactively working to optimize operational processes across the business to drive growth, improve efficiency and customer experience.
• Gathering feedback, working closely with the Head Client Concierges and Client Concierge Specialists to understand how process inefficiencies impact on the customer experience.
• Monitoring and enforcing policy compliance to ensure that operational processes and protocols are met, with specific emphasis on service levels compliance.
• Prompt escalation to the Head of department regarding trends in SUP internal implementation of day to day processes to ensure timeous course correction where required (processes gaps, deviations or inconsistencies in processes implementation).
• Develop and manage efficient relationships between the CS team, Logistics, TDT and Warehouse. Work closely with relevant parties to ensure issues are resolved.
• Spot trends and areas for development or training within the CS team on operational aspects and processes – and initiate training ideas and process improvements with the Head of Client Concierges.
• Ensure customer operations processes are documented, updated and relevant parties kept in the loop.

Key Requirements

• Matric (grade 12) exemption plus relevant tertiary qualification.
• 1 - 3yrs work experience. Preferably within an online environment, with exposure to operations, customer service, finance and/ or consulting..
• Thorough understanding of ecommerce operations (preferable).
• Positive attitude, understanding and allround team player.
• Strong attention to detail, super organised with superb time management and administration skills.
• Strong communication skills and grasp of English, with an ability to verbalise and visualise key findings and results.
• Analytical thinking with good command of Excel/ GSheets and interpreting dashboard data (e.g. Qliksense).
• Excited about youth, fashion and delivering a world class customer experience.

Key Competencies

• Strong interpersonal skills
• Analytical problem solver
• Planning and Organising
• Customer Focus
• Adaptability
• Stress Tolerance
• Teamwork
• Strong Verbal and Written communication

Working hours: Saturdays and Sundays depending on business requirements