E-commerce Client Service Supervisor
2 weeks ago
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 high-quality, self-service resources,whilst ensuring that first-line 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 e-commerce, hospitalityand/ortourismenvironment.
- Experience in managing teams and staff members.
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