Order Success Customer Service Manager

2 weeks ago

Cape Town, Western Cape, South Africa takealot Full time

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 ongoing support to the delivery network.
-
Courier Operations Management: Support courier operations processes to facilitate efficiency and a scalable.
-
Customer Service Management:To ensure that the operational support functions are efficiently integrated into the overall customer services strategy.
-
Call Centre Leadership & Performance Management:To ensure that the Operational Support environment is led from the front, that supporting staff are well supported and motivated. Maintain the delivery of a high-performance culture through effective performance management techniques and strategies
-
Communication and Business Alignment:To ensure that the Order Success team is aligned with business goals, performance objectives and initiatives. Additionally, the ensure comprehensive incident reporting to relevant operational stakeholders.
-
Operational Hygiene:Ensuring delivery to better than industry standard operational management practices
-
Analysis & Reporting:To make use available data and analysis to manage the team based on fact. Use data to interpret reports to make sound decisions; to identify gaps in data and to proactively work towards removing such gaps.
-
Regular Reporting:Provide reliable and robust reporting to stakeholders on departmental performance, progress on initiatives and/or projects and influence on inter-departmental performance
-
HR & Recruitment:To recruit appropriately skilled and mature staff and ensure compliance with regulation and best practice in respect of IR/HR matters
-
Customer Services Representation:To act as the senior manager duty within the customer services environment. Represent the department on a number of steering committees and forums.
-
Your performance will be measured by:Achievement against data-driven key performance metrics, inter alia: CSAT/NPS, productivity per agent, case documentation, response time and your achievement of specific goals & projects set by the business. Your team, colleagues and other stakeholders may also conduct 360 degree feedback and have a direct effect on your performance evaluation.

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 (advantageous)
  • Minimum 4 years' experience as a leader 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 Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference._

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