Customer Service Operations Manager

7 days ago

Cape Town, Western Cape, South Africa Onedayonly.Co Full time
About Onedayonly.Co

We're the pioneers of cool discounts, hitting you for just one day because, well, why overcomplicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL. Not to brag, but we have over a million potential savvy shoppers getting our daily dose every 24 hours.

We're not fussy – if the price is right and the quality checks out, we're selling it. That's what makes us the go-to for both the smart buyer and the eager seller. Toss in the urgency of our deals, and boom, success happens quicker than you can blink. So, let's turn every day into a retail party

About You

You'll support the Head of Customer Service in overseeing the department's operations, ensuring efficiency, innovation, and a high standard of customer satisfaction. As an Assistant Customer Service Manager, you'll help drive process improvements, support team growth, and ensure the smooth running of daily operations in a metrics-driven environment.

Responsibilities

  1. Assist in leading and managing the customer service teams, ensuring their success and performance.
  2. Support in hiring, training, and mentoring employees to meet performance goals.
  3. Foster a positive team culture by motivating employees, addressing challenges proactively and driving engagement.
  4. Provide coaching and development to agents and team leaders, ensuring alignment with company values.
  5. Handle escalations effectively and resolve customer concerns efficiently.
  6. Carry out supervisory responsibilities in accordance with Onedayonly.Co policies and procedures.
  7. Build productive working relationships with team leaders, peers, leadership, and other departments.
Operational Excellence

  1. Help implement and refine processes to improve efficiency and service quality.
  2. Monitor team performance metrics, identify trends, and drive improvements.
  3. Work closely with other departments to ensure seamless customer experiences.
  4. Assist with scheduling, workflow delegation, and workload management.
  5. Ensure adherence to Onedayonly.Co policies, customer service standards, and best practices.
  6. Strong time management and organisational skills.
  7. Assist Agents and Team Leaders with understanding the performance bar and support them in reaching it.
Problem Solving And Innovation

  1. Identify and address customer pain points by proactively solving issues and preventing negative service trends.
  2. Contribute to projects aimed at enhancing team performance and overall efficiency.
  3. Assist in developing new strategies and initiatives to enhance customer satisfaction and improve the competitive position and profitability of Onedayonly.Co.
  4. Leverage technology and systems to improve workflow and service delivery.

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