Customer Service Controller

Overall Purpose of the Job

The Customer Services Controller is responsible for coordinating the daily operation of the Customer Service Team, focusing on

• Consistent delivery of High Touch Service to all customer queries across all communication channels (email/Telephonically/Social Media) and all Retail Channels (Brick and Mortar and Ecommerce)
• Adherence to strict quick turnaround service levels with a no compromise attitude towards putting the Customer Needs first.
• Actively contributing to the growth of ELC Ecommerce channels by delivering exemplary service, fostering repeat purchases and customer loyalty.
• Prompt and appropriate escalation of all GCC related issues to relevant Corporate/Brand Management levels to ensure customer queries are resolved within approved policy framework.

Key Responsibilities And Accountabilities

• Primary point of contact for all Customer Queries resolution
• Primary contact for the regional Customer Service team in Budapest
• Responsible for timely coordination and flow of all information regarding consumer enquiries.
• Responsible for compliance with all relevant South African legislation pertaining to consumer protection, as well as with ELC GCC Policies
• Prioritize customer queries and ensure appropriate resolution by Customer Services Team
• Generate regular reports to track performance, highlight all material issues, and liaise with relevant stakeholders to recommend measures to remedy to recurring customer services issues.
• Work very closely with the e-commerce and Digital/Social Media teams to have visibility of all Marketing activities, and plan resource allocation and communication plans accordingly.
• Liaise with the Distribution Centre team to ensure appropriate escalation of all customer queries relating to ecommerce orders
• Liaise with the e-commerce Courier company with regards to customer order delivery issues, in order to escalate and/or resolve all delivery issues timeously
• Responsible for the timely processing of payment issues through pay portal
• Track and reports all payment incidents, including refunds, cancellations, etc.

Qualifications

• Customer Care at least 3-5 years in a Call Centre/Customer Care service department
• Team Leadership at least 2 years of management experience in role of Customer Care Team Leader
• Prior work experience in a fast pace operation environment essential
• Prior experience in working in an ecommerce Customer facing function advantageous
• Knowledge of Consumer retention best practices
• Knowledge of local Consumer Protection legislations, and proven understanding of Best Practices
• Prior experience in Retail advantageous

Key Personal Characteristics

• Ability to prioritize and respond effectively to daily requests for information, and solicit information from others.
• Demonstrated organizational and project management skills with the ability to prioritize multiple tasks/projects based on business needs and drivers.
• Ability to analyze issues, trouble shoot effectively and provide quick resolutions to consumer queries
• Must have a solid team orientation with the ability to engage, focus, and influence others toward achieving specified goals within committed timeframe
• Possess excellent oral and written communication and negotiation skills demonstrated cross-culturally, and across various levels of stakeholders
• Able to Maintain high level of confidentiality
• Proactive and enthusiastic with excellent interpersonal skills
• Possess excellent judgment, tact, diplomacy and flexibility
• Computer literate, and advanced Microsoft Office expertise
• Knowledge and understanding of Consumer Centric, as well as of Brands Reputational Management imperatives.

Job Customer Service

Primary Location Europe, Middle East, Africa-ZA-GP-Johannesburg

Job Type Standard

Schedule Full-time

Shift 1st (Day) Shift

Job Number 2312996