Key Accountabilities/Responsibilities
The responsibilities include the following:
External Customers:
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Answer email, phone, live chat and other customer queries regarding online orders, loyalty
questions, and customer account / general / miscellaneous customer queries or feedback.
- All to be completed within the agreed SLA’s
- Employ strategies to handle customer objections in an effective, constructive and professional manner
- Put the customer at the heart of what they do in order to deliver an excellent customer experience
- Investigate and track online customer orders
- Manage refunds, customer orders, loyalty accounts, and other customer issues where necessary
- Contribute to the company’s understanding of customer objections
- Providing feedback regarding the effectiveness of operating systems and procedures to the Contact Centre Manager
- Make recommendations to improve productivity within the Customer Service team
Customer Service Team
- To act as a deputy to the Contact Centre Manger where appropriate
- Take responsibility for logging on to or logging off the call management system, and/or opening or closing the office (managing the expectations around the phone system)
- Following all safety and OHS procedures
- Manage a sub-team or shift of CSC’s
- To mentor, coach, and develop Customer Service Coordinators within the team (imbedding my lead as the team leader)
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To act as a point of escalation in handling customer issues should it be required by Customer
Service Coordinators
- Allocation of work
- Reporting daily and monthly
Internal Customers
- Respond to phone enquiries and emails from internal customers at head office, store teams and Area Managers in a timely, effective and professional manner
- Manage and build strong working relationships with key stakeholders
- Support the vision for, and development of, the customer service team
- Work with internal stakeholders to achieve company objectives, and liaise with divisions within the company to provide operational support
BUSINESS AND PROCESSES
- Provide continual evaluation of customer service and other GX processes and procedures
- Create & deliver daily, weekly & monthly reporting on team performance, on time to manager
- Suggest improvements to create efficiency and service for internal & external customers
- Use appropriate judgment in upward communication re: department or employee concerns
- Ensure adherence to compliance requirements in all areas of company policies and procedures, including but not limited to risk management and administrative controls
- Ensure all activities are conducted in line with the company values and consistent with the Code of Conduct policy
- Carry out other appropriate duties as directed by the Team Leader
Skills and Experience Required
- 1-3 years’ experience providing amazing customer service as a Customer Service Supervisor and/or in a call centre role
- Experience of managing and mentoring Customer Service or Sales Agents
- Strong, engaging phone manner
- Passionate about finding solutions for customers
- Excellent communication skills, both written and verbal
- Good problem-solving skills
- Able to handle difficult customers and/or team escalations to manage more difficult problems and customers
- Familiar with Microsoft Office , particularly Outlook, Word and Excel
- Advanced troubleshooting and multi-tasking skills
- Experience of computer programs to manage customer and customer service information
