Customer Service Controller

4 months ago

Johannesburg, South Africa The Estée Lauder Companies Full time

**Overall Purpose of the Job**

The Customer Services Controller is responsible for coordinating the daily operation of the Customer Service Team, focusing on:

- Adherence to strict quick turnaround service levels with a no compromise attitude towards putting the Customer Needs first.
- Actively contributing to the growth of ELC Ecommerce channels by delivering exemplary service, fostering repeat purchases and customer loyalty.
- Prompt and appropriate escalation of all GCC related issues to relevant Corporate/Brand Management levels to ensure customer queries are resolved within approved policy framework.

**Key Responsibilities and Accountabilities**
- Primary point of contact for all Customer Queries resolution
- Primary contact for the regional Customer Service team in Budapest
- Responsible for timely coordination and flow of all information regarding consumer enquiries.
- Responsible for compliance with all relevant South African legislation pertaining to consumer protection, as well as with ELC GCC Policies
- Prioritize customer queries and ensure appropriate resolution by Customer Services Team
- Generate regular reports to track performance, highlight all material issues, and liaise with relevant stakeholders to recommend measures to remedy to recurring customer services issues.
- Work very closely with the e-commerce and Digital/Social Media teams to have visibility of all Marketing activities, and plan resource allocation and communication plans accordingly.
- Liaise with the Distribution Centre team to ensure appropriate escalation of all customer queries relating to ecommerce orders
- Liaise with the e-commerce Courier company with regards to customer order delivery issues, in order to escalate and/or resolve all delivery issues timeously
- Responsible for the timely processing of payment issues through pay portal
- Track and reports all payment incidents, including refunds, cancellations, etc.

**Qualifications**
- Customer Care - at least 3-5 years in a Call Centre/Customer Care service department
- Team Leadership: at least 2 years of management experience in role of Customer Care Team Leader
- Prior work experience in a fast pace operation environment essential
- Prior experience in working in an ecommerce Customer facing function advantageous
- Knowledge of Consumer retention best practices
- Knowledge of local Consumer Protection legislations, and proven understanding of Best Practices
- Prior experience in Retail advantageous

**Key Personal Characteristics**
- Ability to prioritize and respond effectively to daily requests for information, and solicit information from others.
- Demonstrated organizational and project management skills with the ability to prioritize multiple tasks/projects based on business needs and drivers.
- Ability to analyze issues, trouble shoot effectively and provide quick resolutions to consumer queries
- Must have a solid team orientation with the ability to engage, focus, and influence others toward achieving specified goals within committed timeframe
- Possess excellent oral and written communication and negotiation skills demonstrated cross-culturally, and across various levels of stakeholders
- Able to Maintain high level of confidentiality
- Proactive and enthusiastic with excellent interpersonal skills
- Possess excellent judgment, tact, diplomacy and flexibility
- Computer literate, and advanced Microsoft Office expertise
- Knowledge and understanding of Consumer Centric, as well as of Brands Reputational Management imperatives.

**Job**: Customer Service

**Primary Location**: Europe, Middle East, Africa-ZA-GP-Johannesburg

**Job Type**: Standard

**Schedule**: Full-time

**Shift**: 1st (Day) Shift

**Job Number**: 2312996

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