Customer Service Manager

As the Customer Service Manager, you will play a vital role in upholding our brand's reputation for excellence by driving our customer experience strategy and delivering unparalleled customer service in an omni-channel environment.

Duties and Responsibilities:

1. Drive and execute the customer experience strategy of the business.
2. Work closely with various departments to create a seamless, consistent, and exceptional customer experience.
3. Develop and implement a customer experience strategy aligned with business objectives.
4. Implement process changes, conduct quality audits, and optimize checks on various customer touchpoints.
5. Drive change management to foster a culture of customer centricity.
6. Manage the customer communication plan for operational enhancements (e.g., new payment method, change in return policies, etc.).

Customer Complaints Management:

1. Manage the customer support team in resolving queries logged by customers across all channels (social media, website, email, telephonic, E-comm, retail stores) to enhance customer satisfaction.
2. Daily management of all customer queries and complaints across all communication and sales channels.
3. Manage and support all customer-facing staff to resolve queries and complaints across all channels.
4. Monitor and vet all customer reviews and provide appropriate responses.
5. Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders in a timely and professional manner.

Manage Best Practices and Procedures:

1. Create and manage customer service processes to achieve specified customer service levels and standards.
2. Communicate and maintain customer service standards.
3. Handle and resolve complex and escalated queries timeously and accurately.
4. Implement a ticket system and escalation process to resolve queries and complaints.
5. Ensure that the operational support functions (order and return processes, repolishing processes, etc.) are efficiently integrated into the overall customer services process to best support a great customer experience.
6. Create effective customer service procedures, policies, and ensure high standards through SOPs.
7. Ongoing research into customer service best practices with recommendations.

Analysis and Reporting:

1. Build reports to track customer service levels and customer satisfaction to improve customer experience.
2. Implement customer service KPIs and metrics across the business.
3. Compile daily, monthly, and quarterly reports on operational and customer metrics.
4. Report on customer experience and satisfaction metrics to the Executive Committee team.
5. Gather customer feedback and insights with monthly surveys to identify customer pain points and recommendations.
6. Map customer journeys to identify customer pain points and gaps in business processes.
7. Collaborate with the relevant departments to conduct root cause analysis of queries and key improvements thereof.
8. Support the marketing team and collaborate with various departments to drive business initiatives to improve customer experience online and in-store.
9. Any ad-hoc requirements requested by line manager.

Experience:

1. 5 years proven experience in Customer Service.
2. Customer service experience in a fast-paced working environment.
3. Proficient in using CRM programs or ticketing systems such as Zendesk, Freshdesk, etc.
4. 3 years proven experience in a Managerial role.
5. 5 years proven experience in office administration or a similar role.

Other:

1. Computer literate with advanced MS Excel skills.
2. Experience working with high-end retail brands.

Education:

1. Diploma or Tertiary qualification in Customer Services / Marketing / Operations / Management or any related field.
2. Degree advantageous.

Skills and Traits:

1. Strong interpersonal and communication skills.
2. Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
3. Advanced troubleshooting and multi-tasking skills.
4. Strong creative thinking and problem-solving skills.
5. Fluent in English, strong written and verbal communication skills.
6. Self-motivated, capable of taking the initiative and managing multiple challenges, and shifting priorities when needed.
7. Able to work under pressure and always remain professional.
8. Flexible to work after hours.

Additional Information:

1. Valid RSA driver’s license.
2. Willing to travel internationally.
3. Always possess a valid passport.
4. No flying or travel restrictions (health or legal) – travel related to role, as and when needed to support launch campaigns.
5. High energy levels and focus.
6. Maintain compliance with all company policies and procedures.
7. Ability to perform the essential job functions including meeting qualitative and/or quantitative productivity standards safely and successfully.
8. Ability to maintain regular, consistent, and punctual attendance.