SUMMARY:
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POSITION INFO:
To lead and manage the Customer Services Team in Port Elizabeth. Interior Design or Textile background is essential This role is responsible for overseeing for the department's operations, implement strategies to improve service, and help retain customers through efficient problem-solving, as well as maintaining high standards in all aspects of customer service. To provide support to Directors, Area Managers, and Sales Teams, and driving a culture of continuous improvement. The Customer Services Manager will also oversee ongoing training and development on key systems including and mostly importantly SAP, along with Online B2B, and actively promote engagement through Viva Engage.
RESPONSIBILITIES
- Supervise and motivate Customer Service team, ensuring they are well-trained and equipped to handle customer inquiries and issues.
- Ensure all Customer Services policies and procedures are regularly reviewed, updated, and strictly adhered to.
- Oversee the execution of daily, weekly, and monthly operational tasks within the Customer Services team.
- Review weekly team performance statistics and assess productivity in collaboration with the Team Leader.
- Conduct weekly reviews of credit note statistics and implement corrective actions where necessary.
- Manage the Ordering Ticketing System (OTRS), ensuring timely and effective issue resolution.
- Handle escalated customer queries, providing high-level support and maintaining service excellence.
- Oversee and support Indent and Export Coordinators, ensuring accuracy and compliance in related processes.
- Manage the outbound sampling process through the relevant coordinator, ensuring timely dispatch and tracking.
- Process all customer credits and returns in line with company policies and timelines.
- Communicate proactively with customers regarding delayed shipments and manage expectations accordingly.
- Contribute to the development of customer service strategies, ensuring they align with overall business goals.
- Analyze customer feedback and identify areas for improvement and implement new strategies to enhance customer service processes.
Experience & Qualification
- Customer-Centric Mindset: Demonstrates a high level of customer service ethic with a commitment to delivering exceptional service across all interactions.
- Alignment with Company Values: Displays a strong understanding of and alignment with the company’s goals, values, and culture.
- Interpersonal Skills: Builds and maintains effective relationships with internal and external stakeholders through respectful and professional engagement.
- Communication Skills: Exhibits exceptional verbal and written communication abilities, with a strong emphasis on accuracy and attention to detail.
- Time Management & Results Orientation: Manages time effectively, prioritizing tasks to meet deadlines while remaining detail-oriented and focused on outcomes.
- Team Leadership: Acts as a team player who can inspire, support, and lead others towards shared goals.
- Leadership Capabilities: Leads by example with confidence, professionalism, and a proactive approach to challenges and change.
- Matric + relevant tertiary qualification
- 3+ years management experience
- Call center experience
- Computer Literate on MS Office, Excel
- Customer facing experience
- SAP S4 HANA
