Customer Care Team Leader

SUMMARY:
Red Ember is currently recruiting a Customer Care Team Leader to be based at a company in Kathu.

POSITION INFO:

Main Responsibilities or Functions of the Job:

• Supporting the business as a whole by delivering and maintaining extraordinary customer service by making it easy for customers to do business with us, recognizing our customers, and solving their problems
• Oversee and manage the customer care day-to-day operations
• Resolve escalated customer service delivery issues
• Create intervention and improvement plans to enhance the customer experience in the
• Track and analyze customer care performance measures
• Develop and implement process improvements to increase efficiency in customer service operations
• Communicate with the Regional Customer Care Manager on the achievement of performance goals, improvement initiatives, and concerns
• Manage Customer B2B Portals (e.g., Ariba, Coupa, and other customer portals)
• Respond to customer order inquiries and concerns with professionalism and speed
• Identify failing internal processes and collaborate with the relevant business areas to drive processes that are customer centered
• Carry-out additional duties as may become necessary to ensure the successful operation of the company
• Ensure that rules, policies, and code of conduct are always adhered to

Educational Qualifications and Experience:

• Grade 12
• Marketing, Logistics/Supply Chain Qualification (Certificate, Diploma or Degree)
• Experience within an aftermarket service-oriented business environment either within Supply chain/Logistics and/or any other customer-facing industry
• Proficient in Microsoft Office
• Excellent knowledge of ERP systems and Order Management
• Excellent knowledge and understanding of Supply Chain principles
• Excellent verbal and written communication skills

Required Skills and Capabilities:

• Proven customer engagement experience
• Excellence coaching and mentoring skills
• Must be able to resolve both customer and team member concerns with empathy and efficiency
• High emotional intelligence and interpersonal skills
• Must be able to communicate with people professionally and have good email etiquette
• Ability to manage difficult situations calmly and effectively
• Must be a good listener and have a good sense of self-awareness
• Exceptional analytical ability and strong attention to detail
• Must be able to perform root cause analysis, solve customer problems and formulate appropriate corrective actions
• Must have a good work ethic and demonstrate behaviors of respect, helpfulness, and genuine passion for building strong customer relationships.

NB! This job is now closed. You can apply for other jobs by uploading your CV.