Customer Service Manager

Our Customer Experience Department is in search of a culture fit Customer Service Manager to join our team and play a key operational role in supporting our customers and various business stakeholders to achieve business objectives to create and deliver our Customer Strategy.

The role will require the incumbent to work effectively across multiple teams, the day-to-day management and support of the customer service team. Key success factors will be to proactively seek relevant information to effectively support the overarching customer objectives & ensure the delivery of a world-class customer service.

It's important that we find individuals who are a great fit for our business. The ideal candidate will be a team player, have a high attention to detail and enjoy working in a fast-paced and high-pressure environment. This is a fast-changing role with evolving expectations, and we are looking for someone who has a natural aptitude for customer service and problem-solving capabilities to push the boundaries. We're looking for people who embody our values of Trust, Innovation & Passion and aren't afraid to challenge the status quo.

Additionally, we are looking for an individual that will coach and mentor two team leaders and their teams to grow and develop in their roles.

Key Duties

• Day-to-day team management and support.
• Development of daily team schedule, including weekend overtime as and when needed.
• Review, develop and maintain sustainable processes that set the team up for success to effectively and timeously solving customer queries.
• Play a key role in stakeholder engagement and cross-functional coordination to ensure that all parties have access to key information timeously.
• Provide regular reporting to management and key stakeholders.
• Actively support team and manage service levels and resolution SLAs to ensure timeous resolution of customer queries.
• Draft requirements as they arise that may require process and / or system changes.
• Analyse customer feedback and queries to identify trends to support the ongoing improvement of our overall customer experience.
• Ensure that all customer-facing policies and procedures are adhered to support clear resolution and consistency.
• Support ongoing training and development needs of team members to ensure high quality standards are maintained.
• Appropriately escalate customer queries.

Job Requirements

Knowledge and Experience

• 5+ years experience leading a team
• 5+ years experience in a customer service environment
• 3+ years experience in a retail environment / customer service function
• Knowledge of Consumer Protection Act and Protection of Personal Information Act required
• Experience with Salesforce Service Cloud advantageous
• E-commerce experience advantageous
• Relevant on the job training and / or courses
• Proficient in MS Office Suite

Competencies

• Passionate and proactive customer problem solver
• Strong administration skills
• Customer-centric
• High attention to detail and methodical
• Team player and strong collaborator
• Good communicator
• Excellent written and verbal communication
• Excellent time management skills and ability to deliver in tight time frames
• Work well under pressure with strong attention to detail and consistency
• Analytical
• KPI-driven and results oriented

Key Performance Areas

• Day-to-day team leadership
• Customer Service Reporting
• Team training and development
• Team performance reviews
• Stakeholder Management

Please note: The Cape Union Mart Group is committed to transformation. Appointments and promotions will be made based on candidates who best meet the requirements for the position. Candidates that enhance the diversity of the team will be given preference, in line with our Employment Equity plan.