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    National Customer Service/ Call Centre Manager - Cape Town, South Africa - Buffalo International Logistics

    Buffalo International Logistics
    Buffalo International Logistics Cape Town, South Africa

    10 hours ago

    Default job background
    Full time
    Description

    Requirements

    • Bachelor's degree in business administration, management, or a related field. A Master's degree is advantageous.
    • 8+ years of experience in a global company at a managerial level.
    • 12+ years of customer service experience.
    • Proven experience in the Logistics industry is essential.
    • Thorough understanding of Ecommerce.
    • Solid grasp of customer service principles and methodologies.
    • Excellent verbal and written communication skills.
    • Proven leadership skills to motivate teams and achieve targets.
    • Proficient in customer service software, CRM systems, and call center technologies.
    • Analytical mindset with a focus on data-driven decision-making.
    • Familiarity with industry regulations and compliance standards.
    • Location: Cape Town or willingness to relocate.

    Responsibilities

    • Ensure adherence to industry regulations and standards.
    • Generate periodic reports on essential performance indicators, trends, and enhancement areas.
    • Establish mechanisms for collecting and analyzing customer input to drive data-centric improvement decisions.
    • Handle customer escalations and ensure prompt issue resolution.
    • Supervise customer interactions, conduct audits, and drive enhancement projects.
    • Create and uphold quality assurance programs for consistent high-quality service delivery.
    • Facilitate smooth integration of CRM systems and other pertinent tools.
    • Keep updated on industry trends and deploy innovative technologies for efficient service operations.
    • Collaborate with various teams to implement customer experience improvements.
    • Identify optimization opportunities within customer service and call center operations.
    • Conduct routine performance evaluations and initiate corrective measures when necessary.
    • Establish KPIs and SLAs to monitor and enhance service team performance.
    • Lead, mentor, and motivate a team of service representatives, supervisors, and support personnel.
    • Provide strategic guidance to regional managers and team leads for a unified service approach.
    • Develop and execute the customer service and call center strategy aligned with company objectives.

    If you have not received feedback within 2 weeks, kindly assume your application was unsuccessful.

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