Customer Experience Manager

5 days ago


Durban, KwaZulu-Natal, South Africa Pro Select Consulting Full time

Customer Experience Manager

We are seeking a highly skilled Customer Experience Manager to join our team at Pro Select Consulting. As a key member of our customer service team, you will be responsible for ensuring that our customers receive exceptional service and support.

Key Responsibilities:

  • Ensure all online orders are fulfilled within 24 hours of receipt.
  • Ensure all online orders are delivered to customers within 5 working days of order.
  • Ensure any exchanges or refunds are done within 7 days of request and that exchanges are delivered to a customer within 12 days of request.
  • Respond to all customer queries on the same day they arrive (including weekends).
  • Close off all customer queries within 48 hours of receipt (Except Weekends).
  • Save the Sale exchange sub or voucher
  • Ensure that all queries that are closed and moved onto Shopify for SUB REFUND or EXCHANGE are completed on time.
  • Amend Shopify orders REFUND or EXCHANGE
  • Ensure refunds or exchanges are done on the same day stock arrives back in DC. IE within 7 days of request.
  • Ensure all store related quality issues are resolved on time directly with the customer. (Collect Track Inspect communicate resolve ensure delivery within 5 working days.)
  • Keep aside stock in stores under special orders for return exchanges.
  • Take all customer query calls that come into the office line.
  • Provide feedback to the directors on what we can do to avoid customer issues

Requirements:

We are looking for a candidate with:

  • Knowledge of the product and brand.
  • Eloquent communication skills in line with a luxury brand.
  • Proven track record in achieving results.
  • Love people and developing them.
  • Track record and background in sales.
  • Advantage tertiary qualification in commerce field.
  • Analytical mindset with a focus on continuous improvement.
  • Ability to thrive in a fast-paced dynamic environment

Remote Work:

No



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