Customer Service Manager

Covid changed how we work forever

This is the biggest change in working practices since the Industrial Revolution

Smart companies are riding this wave

Smart professionals are joining those companies

Today, we are recruiting for a rocketship company thats going global

Meet Desky - founded in Brisbane, Australia, but going huge in the monster North American market.

150, 000 units sold
3 experienced and successful founders
Explosive growth in the world's biggest market

With thousands of orders every month, customer success is one of the most important aspects of this business, and Desky needs to take the CS function to the next level!

This is where you come in.

The Role
As a Customer Service Manager, you will be responsible for overseeing the customer service operations of the company. You will:

• Lead and supervise a team of customer service representatives.
• Youll conduct regular training sessions to enhance the skills of the customer service team
• Oversee and manage all customer touch-points in the business, including email, phone, and live chat interactions and customer reviews.
• Ensure that customer inquiries and complaints are handled in a timely and professional manner.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Manage escalated customer issues and provide appropriate solutions
• Develop and enforce customer service policies and procedures
• Monitor customer service metrics and implement strategies to improve customer satisfaction.
• Analyse customer feedback and implement necessary changes to improve service quality.

The Person

• 2+ years of experience in a customer service or customer success role.
• 2+ years of experience in a management role.
• Experience in e-commerce business is advantageous!
• Excellent communication skills, both verbal and written.
• Exceptional skills to resolve problems that arise, such as customer complaints and supply shortages.
• A strong commitment towards "red-carpet" customer service and a drive to ensure customers feel special at all times.
• A base level knowledge of or interest in the furniture/product/industry.

About Desky
Desky is a fast-growing e-commerce retailer of sit-stand, height-adjustable desks, and ergonomic office furniture. They are a customer-centric business looking for the next generation of leaders to support their exponential growth in the US and Canada.

Salary and Benefits

• Salary range: R25, 000 - R35, 000 per month

Through Marketing Pros, the successful candidate will have access to a shared workspace in Cape Town, a Slack group with other South Africa-based marketing professionals, and regular social and training events.

To Apply
If you are interested in this position, please apply via our Careers page: https://marketingpros.pinpointhq.com/postings/d7932324-1e09-4e8d-9602-039c0861063d