MrD is looking for a highly talented Customer Service Manager to join our team in Cape Town. The Customer Service Manager is expected to lead, mentor, and inspire our high-performing customer service leadership team. This role is pivotal in driving exceptional service delivery through empowering our team of managers and ensuring operational excellence across all customer touchpoints. As a leader of leaders, you will not only oversee a team of customer service professionals but also focus on developing their leadership skills to foster a culture of continuous improvement, accountability, and innovation.
The position reports to the Customer Service Operations Manager
Your responsibilities will include:
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Order Success Management: To ensure that the order success function is executed to proactively reduce downstream pressure on the customer services function and to provide ongoing support to the delivery network.
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Courier Operations Management: Support courier operations processes to facilitate efficiency and a scalable.
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Customer Service Management: To ensure that the operational support functions are efficiently integrated into the overall customer services strategy.
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Call Centre Leadership & Performance Management: To ensure that the Operational Support environment is led from the front, that supporting staff are well supported and motivated. Maintain the delivery of a high-performance culture through effective performance management techniques and strategies
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Communication and Business Alignment: To ensure that the Order Success team is aligned with business goals, performance objectives and initiatives. Additionally, the ensure comprehensive incident reporting to relevant operational stakeholders.
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Operational Hygiene: Ensuring delivery to better than industry standard operational management practices
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Analysis & Reporting: To make use available data and analysis to manage the team based on fact. Use data to interpret reports to make sound decisions; to identify gaps in data and to proactively work towards removing such gaps.
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Regular Reporting: Provide reliable and robust reporting to stakeholders on departmental performance, progress on initiatives and/or projects and influence on inter-departmental performance
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HR & Recruitment: To recruit appropriately skilled and mature staff and ensure compliance with regulation and best practice in respect of IR/HR matters
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Customer Services Representation: To act as the senior manager duty within the customer services environment. Represent the department on a number of steering committees and forums.
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Your performance will be measured by: Achievement against data-driven key performance metrics, inter alia: CSAT/NPS, productivity per agent, case documentation, response time and your achievement of specific goals & projects set by the business. Your team, colleagues and other stakeholders may also conduct 360 degree feedback and have a direct effect on your performance evaluation.
Attributes Required:
- Able to build high performance teams
- Strong interpersonal skills and the ability to work as an effective team member and leader of a large team
- Able to communicate clearly and voice an opinion
- Self-directed and process orientated
- Solutions-oriented, can-do attitude and high energy
- Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs
- Excellent analytical and reporting skills
Qualifications and Experience:
- Bachelor’s degree (advantageous)
- Minimum 4 years’ experience as a leader in a customer service environment
- Experience in the redesign and implementation of new processes and best practices to improve customer satisfaction metrics.
- Experience in working in an e-commerce or technology company is a plus
The Environment:
- takealot.com employees are entrepreneurial and dynamic, smart, customer centric, fun and have the shared ambition of takealot.com being the leading e commerce company in Africa.
- We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
- We are short on ego and high on output.
- We are doers and not only thinkers, it's all in the execution after all.
- We love what we do and what we are creating.
We seek to Employ an Extra Ordinary Mind who:
- is forthright but respectful
- is an expert at doing, who can not only design but also execute
- is analytical, able to use data to make decisions
- is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)
- is passionate about the potential of e-commerce and delivering a world-class customer experience
- is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
- is able to think about problems from a business perspective using technical and product input
- is curious and challenge the status quo
- is innovative and enjoys iteration
- is collaborative
- will be at the cutting edge of developing new concepts for takealot.com.
- thinks like an owner of the business.
- is SMART, has INTEGRITY and is HARDWORKING
If you meet the above you are an Extraordinary Mind so come and join us!
Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.
