Customer Service Manager

2 weeks ago

Cape Town, Western Cape, South Africa takealot Full time

Customer Service Manager - Mr D Food Operations Support
We are a young, dynamic, hyper growth company looking for smart, young, creative, hard working people to join us.

We offer market related benefits, a great work environment and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great.


The position reports to the Customer Service Operations Manager

Your responsibilities will include:

-
Order Success Management:To ensure that the order success function is executed to proactively reduce downstream pressure on the customer services function and to provide support to the Takealot Delivery Team's branch network
-
Customer Service Management:To ensure that the operational support functions - restaurant support and order success - are efficiently integrated into the overall customer services processes to best support a great customer experience.
-
Call Centre Leadership & Performance Management:To ensure that the Operational Support environment is led from the front, that team leaders and agents feel supported, motivated and that a high performance culture is developed by ensuring both that positive performance is appropriately recognised and that under-performance is not tolerated and managed.
-
Communication and Business Alignment:To ensure that the Operational Support team is aligned with business goals and that the team is fully aware of their performance and updated on all relevant changes and initiatives. Additionally the Operational Support team needs to ensure comprehensive incidence reporting to Mr D Food's relevant operational stakeholders.
-
Operational Hygiene:To ensure that good operational hygiene is undertaken and that all admin is updated.
-
Analysis & Reporting:To make best used of available data and reporting to manage the team based on facts and evidence and to interpret reports to make sound decisions; to identify gaps in data and to proactively work towards removing such gaps.
-
Regular Reporting:On agent Productivity, aggregate Department, your CS Team Leaders Balanced scorecards and Inter-department Performance.
-
HR & Recruitment:To recruit appropriately skilled and mature staff and ensure compliance with regulation and best practice in respect of IR/HR issues and admin.
-
Customer Services Representation:To act as the senior manager on duty within the customer services environment in the absence of the customer services CSM.
-
Your performance will be measured by:Achievement against data-driven key performance metrics, inter alia: CSAT/NPS, productivity per agent, case documentation, your response time and your achievement of specific goals & projects set by the business. Your team, colleagues and other stakeholders will also conduct 360 degree feedback and have a direct effect on your performance.

Attributes Required:

  • Able to build high performance teams
  • Strong interpersonal skills and the ability to work as an effective team member and leader of a large team
  • Able to communicate clearly and voice an opinion
  • Selfdirected and process orientated
  • Solutionsoriented, cando attitude and high energy
  • Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs
  • Excellent analytical and reporting skills

Qualifications and Experience:

  • Bachelor's degree
  • Minimum 4 years' experience as a manager in a customer service environment
  • Experience in the redesign and implementation of new processes and best practices to improve customer satisfaction metrics.
  • Experience in working in an ecommerce or technology company is a plus

The Environment:

  • We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
  • We are short on ego and high on output.
  • We are doers and not only thinkers, it's all in the execution after all.
  • We love what we do and what we are creating.
We seek to Employ an
Extra Ordinary Mind who:

  • is forthright but respectful
- is an expert at doing, who can not only design but also execute
- is analytical, able to use data to make decisions
- is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)
- is passionate about the potential of e-commerce and delivering a world-class customer experience
- is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
- is able to think about problems from a business perspective using technical and product input
- is curious and challenge the status quo
- is innovative and enjoys iteration
- is collaborative
- thinks like an owner of the business.
- is
SMART, has INTEGRITY and
is HARDWORKING
If you meet the above you are an
Extraordinary Mind so come and join us

  • Takealot is an

  • Customer Services Coordinator Imports

    2 weeks ago

    Cape Town, Western Cape, South Africa SA - Liner Business - Customer Services - Cape Town - Imports Full time

    Job PurposeEnsure high quality customer service by delivering targets, objectives and customer. Pro-actively coordinate and manage our customer portfolio and build strong customer relationships within the import CS disciplines. Be an active participant in the continuous improvement of the department's daily functions and procedures.Primary Job...

  • Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Cape Union Mart International Full time

    Our Customer Experience Department is in search of a culture fit Customer Service Manager to join our team and play a key operational role in supporting our customers and various business stakeholders to achieve business objectives to create and deliver our Customer Strategy.The role will require the incumbent to work effectively across multiple teams, the...

  • Customer Services Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa CTP Flexibles Full time

    We currently have the above position available at our flexible packaging printing facility and wish to invite all suitably qualified applicants to submit their details for our consideration.The incumbent, reporting to the National Sales Manager, is responsible for managing the Customer Services and internal sales department (including all key accounts)...

  • Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Eden Clean LLC Full time

    Customer Service Manager - Virtual AssistantThe Job OverviewWe are seeking an individual to perform duties related to being an administrative assistant as well as manage all outbound and inbound sales duties to support our business operations. As a virtual assistant, you will be responsible for attending meetings, managing calendars, answering customer sales...

  • Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Db Recruitment Full time

    A Customer Service Manager is being sought after by a market leader within the Retail Sector. You will play a pivotal role in upholding the Brand's Reputation.The potential candidate needs to meet the following requirements: Grade 12 5+ Years Experience in Customer Service Experience in Project Management Experience with High End Retail Brands Strong...

  • Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Newrest Full time

    RESPONSIBILITIES:You will be responsible for:Sales: Being the main customer interface, including for contract, pricing, service and concept changes as well as business development. Secure new client accounts across South Africa Develop commercial strategy (identify leads, main actors, valuable information, strategic contacts, trends, client strategy )...

  • Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Local Measure Full time

    Are you an energetic and dynamic Customer Support Manager seeking an exciting opportunity? Picture yourself joining a fast-paced and innovative tech start-up that has a global strategic partnership with AWS. We are experiencing remarkable growth and momentum with our clients and partners, and we need a talented Customer Service Manager to lead and execute...

  • Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Crocs South Africa Full time

    Sales Operations Onboarding accounts including account setup, customer portals, reporting set up and CS training Provide accounts with seasonal information SAP Management including BP Maintenance, Account Set Up, VAS WHS Location Management Manage and set up VAS based on customer requirements and DSV Operational Order book Management | Shipping Order book...

  • Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Tower Group Full time

    Job Title:Customer Service Manager***Reports to:Operations ManagerSalary:R10000 to R15000 per month or negotiableRegion/ Area:Cape Town CBDThe Customer Service Manager is responsible for all customer queries and oversees the processing of all B2C orders.KEY RESPONSIBILITIESPolicies and Procedures Ensure all customer queries are responded as well as all B2C...

  • Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Ikusasa Recruitment Group Full time

    Our client is looking for a customer service manager who has with 5 years' experience in short term insurance industry with 2-3 years managing staff with an extensive knowledge of short Term Insurance to manage a team of service consultantsSalary R pa plus Incentives plus pension plus medical plus Incentives plus 13th ChequeExperience and Qualifications...

  • Manager: Customer Services

    2 weeks ago

    Cape Town, Western Cape, South Africa Health Solutions Full time

    Introduction Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation and create value through unique insights of how to achieve specific outcomes by using a...

  • Customer Service

    2 weeks ago

    Cape Town, Western Cape, South Africa Moyoko Professional Full time

    Job Title: Customer Service RepresentativeJob Summary:Responsibilities: Identify and assess customers' needs to achieve a timely resolution. Maintain accurate and detailed records of customer interactions and transactions. Provide accurate product information and assistance to customers. Handle and resolve customer complaints, escalating issues as necessary....

  • Customer Services Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Fidelity Services Group Full time

    Overall Purpose of the Job: To effectively manage the Client Services Department in terms of Client Liaison, Client Communications, Client Retention and administration. Dealing with client complaints/queries and management of staff.Minimum Qualifications and Experience: Matric / Grade 1 Tertiary qualification an advantage Relevant experience, and proven...

  • Customer Service

    2 weeks ago

    Cape Town, Western Cape, South Africa Time Personnel Full time

    Job Overview:Date Posted: Posted 6 hours ago-Location: Cape Town, Western Cape-Job Title: Customer Service / Sales Administrator-Education Level: High School / Matric-Job Level: Intermediate-Minimum Experience: - 5 YearsCustomer Service / Sales Administrator - Cape Town:Have you worked in a company that supplies consumables where you have been responsible...

  • Sales and Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Continuum Personnel Services Full time

    Overview:Responsibilities:Sales Management: Develop and implement strategic sales plans to achieve company targets. Lead the sales team to drive revenue growth and meet or exceed sales quotas. Identify new business opportunities and markets for expansion. Build and maintain strong relationships with key clients and partners. Analyze sales data and trends to...

  • Customer Service Team Manager – Financial Services

    2 weeks ago

    Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job DescriptionManage the local Customer Service team ensuring the development and delivery of a high quality and efficient customer service operation that limits reputation damage and meets the needs of the customer in line with business objectives, standards and regulatory requirements.Key Responsibilities Areas• Manage, coordinate and track the Customer...

  • Customer Service Analyst

    2 weeks ago

    Cape Town, Western Cape, South Africa bp Full time

    Job summaryEntity:FinanceJob Family Group:Business Support GroupThe Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels. The position will ensure all facing queries are...

  • Customer Services Representative

    2 weeks ago

    Cape Town, Western Cape, South Africa bp Full time

    Location South Africa Cape Town Travel required No travel is expected with this role Job category Business Support Relocation available This role is not eligible for relocation Job type Professionals Job code RQ07519 Experience level EntryJob summaryEntity:FinanceJob Family Group:Business Support GroupJob Summary:The Customer Service Representative role...

  • Customer Service Administrator

    2 weeks ago

    Cape Town, Western Cape, South Africa Juta and Company (Pty) Ltd Full time

    Customer Service AdministratorLocation: Claremont, Cape TownReporting to: Customer Service ManagerThe Customer Service Administrator is a vacant role in our Finance team, reporting directly to theCustomer Service Manager based at our Cape Town office. The Customer Service Administrator will be accountable for delivering excellent customer service to all...

  • Head of Customer Service

    2 weeks ago

    Cape Town, Western Cape, South Africa Initiate international Full time

    An international super-fast growing tech company that are revolutionising hoteliers around the globe have an exciting new job opportunity for a Head of Customer Service to join their team in Cape Town. As part of the leadership team, you will become accountable for the net retention rate and customer satisfaction. You will work directly with your Head of...