Manager Customer Service Ops

3 weeks ago

Cape Town, South Africa RTT Full time

**The Role**

The position will report into the Customer Service Operations Department Manager.

**Skills and Experience** Minimum**:

- Grade 12 Senior Certificate and ideally a post-matric study.
- Analytical skills and competencies
- BCom degree in Business (preferred)
- Talent or People Management qualification (preferred)
- 3 years + customer service experience in related positions.
- 2 years supervisory / Team lead / Assistant managerial experience.
- Experience with executing HR related policies and procedures.
- Valid driver’s licence - Code 08.
- Flexibility to work rotational shifts which include weekends, public holidays, and overnight work

**Preferred**:

- Ability to use multiple systems and multitask in a fast-paced environment
- Knowledge of delivery network and services.
- Knowledge of business principles involved shift and human resource planning.
- Knowledge of principles and processes for providing customer and personal services.
- Intermediate to advanced excel skills & computer literacy.

**Key Accountabilities** Internal & External customer relationships**
- Develop, measure, and take corrective action on specific department OKR (objective key results) supporting the Pingo Customer Service Level agreements
- Develop maintain and support effective communication processes and channels servicing internal and external customers
- Ensure that a professional customer service is given to PINGO’ internal and external clients.
- Develop an understanding of customer’s needs and take actions to ensure that such needs are met.
- Address customer dissatisfaction by efficiently and satisfactorily resolving issues.
- Collaborate with other departments, as necessary, to meet customer requirements.
- Build and maintain solid relationships with customers thus ensuring that PINGO retains customers.
- Protect and control proprietary and customer sensitive materials and trade secrets.
- Adherence and enforcement of all POPIA regulations regarding internal and external communication.

**Operations**
- Evaluate operational processes end-to-end continually to ensure effective service to all internal and external customers to enhance the customer journey.
- Support future system development and implementation by providing insight of daily operational requirements.
- Lead communication to internal and external customers to ensure alignment on day-to-day operations between teams.
- Analyse and investigate SOP failures, taking corrective action immediately. Implement preventative measures and processes.
- Support planning department with information that can enhance forecast based on actual daily ‘challenges’ faced.
- Create, implement and maintain customer reports summarizing department operational actions: Exceptions, Lead-times etc.
- Manage exception-based outputs on dispatched orders & failed deliveries and communicate and update all relevant stakeholders accordingly.
- Perform root cause analysis on reoccurring issues and report findings to management.
- Pro-actively monitor on time delivery performance across network and stores.
- _

**Reporting**
- Extract and compile operational and service delivery performance output data from the system, report on outcomes, operational processes/failures, and trends as and when requested.
- Identify divisions or regions with poor performing stores and analyze impact factors contributing to non-conformance.
- Summarize and report findings on poor performing divisions/regions & stores to management pro-actively.
- Report on problems/exceptions until resolved to all stakeholders.
- Produce and share reports with relevant stakeholders as required.
- Analyse reoccurring service failures in areas/regions or stores, implement measures to improve or report findings if outside your area of responsibility or control to Operational team leads / Customer Service manager /Operations managers and any other relevant stakeholders.
- Provide general support and backup to other teams as and when required.
- Stand in when required for Customer Service Manager.

**Personality and Attributes**
- Active listening skills — Give full attention to what other people are saying, taking time to understand the points being made and asking appropriate questions.
- Problem Solving Ability — Identify problems and review related information to develop and evaluate options and implement solutions.
- Time Management skills.
- Service Orientation — actively look for ways to help deliver World-Class customer service.
- Effective communication skills, including ability to communicate clearly, concisely, and professionally, both verbal and in writing.
- Leadership skills - display the qualities of a leader and set a good example
- Excellent verbal and written communication skills.
- Empowering work style within the team and structure.
- Strong interpersonal skills and the ability to work as an effective team member and leader.
- Passionate about teamwork.
- Responsible and Accountable.
- An

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