E-commerce Client Service Supervisor - Franschhoek, South Africa - HotelJobs

HotelJobs

Verified Company

Franschhoek, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

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Description

Kendrick Recruitment is searching for a E-Cormmerce Client Services Supervisor for a luxury wine estate / farm in Franschoek.

You must have a passion for people, where your number one aim is todelight the customer.
You will manage a small team of customer service agents and must ensure thatcorrect processes and KPIsare adhered to.

Responsibilities:

Coordinate the customer service team,with the aim ofresolvingqueries efficientlyand effectively.
Compilemonthlycustomer experience management reportsand providemanagement with a visual representation of the customer service team's performance.
Drive and motivate the customer service team to achieve targets and KPIs.
Enhancecurrent customer service processes to improve efficiencyand find new ways to delight our customers.
Take ownership of the customerexperienceto ensure that the customers'needs are met.
Create and maintainthe Knowledge Centreand providecustomers with highquality, selfservice resources,whilst ensuring that firstline response is scalable.

Requirements:

A completed National Senior Certificate qualification (matric / Grade 12).
A relevant tertiary qualification will beadvantageous.
Fluent in Afrikaans andEnglish, with exceptionalwriting and communication skills.
At least 4 years' experiencein direct customer service in an ecommerce, hospitalityand/ortourismenvironment.
Experience in managing teams and staff members.