Ecommerce Customer Service Supervisor - Stellenbosch, South Africa - Exceed Hr

Exceed Hr
Exceed Hr
Verified Company
Stellenbosch, South Africa

2 weeks ago

Thabo Mthembu

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Thabo Mthembu

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Description

Reference: 7735 DB


Consultant:
Dorei Barnes

  • Coordinate the customer service team, with the aim of resolving queries efficiently and effectively.
  • Compile monthly customer experience management reports and provide management with a visual representation of the customer service team's performance.
  • Drive and motivate the customer service team to achieve targets and KPIs.
  • Enhance current customer service processes to improve efficiency and find new ways to delight our customers.
  • Take ownership of the customer experience to ensure that the customers' needs are met.
  • Create and maintain the Knowledge Centre and provide customers with highquality, selfservice resources, whilst ensuring that firstline response is scalable.

Qualifications:


  • A completed National Senior Certificate qualification (matric / Grade 12).
  • A relevant tertiary qualification will be advantageous.
  • Fluent in Afrikaans and English, with exceptional writing and communication skills.
  • At least 4 years' experience in direct customer service in an ecommerce, hospitality and/or tourism environment.
  • Experience in managing teams and staff members.
  • Experience in using customer support software such as Freshdesk, Zendesk, Helpdesk, etc.
  • Demonstrate a targetoriented and performancedriven attitude.
  • Possess the ability to work productively, efficiently and effectively, with initiative and drive under tight timescales and pressure, whilst maintaining attention to detail and quality.
  • Ability to adapt to and implement change effectively.
  • High energy levels.
  • A creative approach to daily challenges and a strong sense of ambition.

Job Types:
Full-time, Permanent
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