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    • Customer Service Manager - Pretoria - Vida Group

    Vida Group
    Vida Group Pretoria

    1 month ago

    Default job background
    Description

    Customer Service Manager

    We are seeking a Customer Service Manager to oversee our customer service team, ensuring high-quality interactions and team performance. This role involves scheduling, resolving escalations, providing training, and handling service issues beyond agent capability.

    This is a unique opportunity to lead a talented team of customer service representatives and supervisors, working closely with cross-functional teams to optimize customer service systems and processes.

    Key Responsibilities:

    • Daily Operations Management: Oversee daily customer service operations to ensure a seamless and positive customer experience.
    • Process Optimization: Collaborate with cross-functional teams to optimize customer service systems and processes, ensuring efficient platform functionality and proactive resolution of service disruptions.
    • Policies and Procedures: Work with the Senior Manager of Operations & Customer Service to implement policies and procedures that enhance service efficiency and align with company goals.
    • Escalation and Conflict Resolution: Manage escalations and resolve complex customer issues while mediating team conflicts as necessary to maintain a productive work environment.
    • Team Leadership and Development: Lead and develop the customer service team through training, coaching, and ongoing professional development in best practices and service excellence.
    • Performance Analysis: Monitor and analyze team performance using Gorgias metrics (such as response time, resolution rates, and CSAT scores) and company quality assurance processes, providing regular reports with insights and recommendations for continuous improvement.
    • Data Management: Maintain organized records of customer interactions and service data to drive operational improvements.

    Requirements:

    • Customer Service Expertise: Strong customer service expertise with a focus on assessing customer needs and providing effective solutions.
    • Data Analysis: Ability to analyze data and sales statistics, translating insights into improved service strategies.
    • Communication Skills: Excellent verbal and written communication skills in English (speaking, reading, writing); proficiency in phone communication and operating phone systems.
    • Leadership and Problem-Solving Skills: Relevant skills: leadership, conflict resolution, problem-solving.
    • Education: High school diploma or equivalent required; bachelor's degree in business administration or a related field preferred.

    Experience:

    • Customer Service Experience: 3+ years in customer service (e-commerce experience preferred).
    • Managerial Experience: 5+ years in a managerial and/or supervisory role.
    • Technical Skills: Proficiency in Microsoft Word, Excel, PowerPoint, and experience using Shopify, Shopify+, and Gorgias.
    • Reliability: Reliable internet connection and a personal computer.
    • Schedule Flexibility: Ability to work Eastern Standard Time (EST) schedule.

    Job Details:

    • Salary Range: $1,000-$1,500 per month.
    • Growth Opportunities: Opportunities for advancement.
    • Remote Work: Work Location: Remote.
    • Standard Working Hours: Monday - Friday, 8:00 AM - 5:00 PM EST.

    Seniority Level:

    • Mid-Senior level

    Employment Type:

    • Full-time

    Job Function:

    • Other

    Industries:

    • Retail Apparel and Fashion
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