Customer Service Manager

2 weeks ago


Cape Town, South Africa Tower Group Full time

**Job Title**:
Customer Service Manager

***

**Reports to**:
Operations Manager

**Salary**:
R10000 to R15000 per month or negotiable

**Region/ Area**:
Cape Town CBD

The Customer Service Manager is responsible for all customer queries and oversees the processing of all B2C orders.

**KEY RESPONSIBILITIES**

**Policies and Procedures**
- Ensure all customer queries are responded as well as all B2C orders are dispatched in timely manner

**Targets**
- Customer service is maintained at a 5 star rating.
- Orders are fulfilled same day and payment is received.

**Main Duties**

***
- to match incoming payments with orders
- to process orders once payment reflected
- to complete courier packaging accordingly
- invoicing and filing there of
- to provide invoice and tracking information to customers
- to assist customers in the showroom
- monograming when needed
- customer support with gift vouchers
- Customer backorders and accurate lead times

**Credit Notes, Invoices and Adjustments**
- Check that all credit notes and adjustments are raised correctly.
- Investigate all reasons for credit notes to ensure that they are valid.
- Submit all credit notes requisitions to operations manager.
- Stock is to be invoiced immediately after it has left the stores.
- Any and all stock pricing or adjustments needs to be raised with operations before initiated.

**Month-end Activities**
- Monthly stock take in collaboration with the team

**Meetings**
- Regular one on one agenda meetings with operations manager.
- Attend monthly and weekly meetings where required.

**Customer Care & Queries**
- Promote a high level of focus on customer care with relevance to all customer complaints and queries.
- Maintains accurate and complete client information on the system
- Ensure that such queries and complaints are dealt with efficiently, accurately, and promptly.
- Ensure a 48-hour turn-around-time on all customer queries.

**Inter-departmental Relations**
- Ensure that inter-departmental relationships between Accounts Receivable and other areas are maintained at high levels.
- Ensure a balance is maintained between sales and credit objectives.

**Projects**
- To get involved in any additional projects as and when required.

**SUPERVISORY RESPONSIBILITIES**

None

***

**QUALIFICATIONS and EXPERIENCE**:_To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required._
- _
- Degree or Diploma within retail essential, but not required.
- Customer support experience
- Minimum 3 years’ experience in a financial environment
- Capacity to deliver under pressure
- Good people skills
- Ability to prioritize and meet deadlines and targets
- Excellent communication skills, both verbal and written

**ATTRIBUTES**:

- Attention to detail and ability to work accurately and deliver quality outputs.
- Good problem-solving
- Ability to work under pressure and meet tight deadlines.
- Strong interpersonal, communication, influencing and relationship-building skills.
- Willingness to work overtime when needed.



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