Customer Service Manager
1 week ago
**Role Duties and Responsibilities**:
- Develop and implement customer service policies and procedures to improve overall customer experience
- Track and monitor key customer service metrics and report on performance to senior management
- Collaborate with other departments to identify and resolve any issues impacting customer satisfaction
- Implement strategies to optimize customer retention and loyalty
- Stay up-to-date on industry best practices and continuously seek ways to improve the customer experience
**Role Qualifications and Experience**:
- At least 1 year of experience in customer service, with a proven track record of managing and leading customer service teams
- Exceptional written and verbal communication skills in English and at least one additional South African language
- Strong interpersonal and conflict resolution skills
- Ability to work under pressure
- Ability to liase with other departments within the factory to seek out answers
- Ability to multitask and prioritize effectively in a fast-paced environment
- Experience with CRM systems and customer service software is a plus
- Knowledge of the leather goods industry or a strong interest in fashion and footwear is also a plus
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