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Assistant Director of Customer Support

1 week ago

Cape Town, Western Cape, South Africa OneDayOnly Offers (Pty) Ltd. Full time
About us

OneDayOnly Offers (Pty) Ltd. is a pioneer in the daily deals industry, offering our customers the best deals on a wide range of products. Our innovative approach to e-commerce has made us the go-to destination for savvy shoppers, with over a million potential buyers getting our daily dose every 24 hours.

We're a dynamic team of mega-skilled, self-motivated humans who work together to bring sweet resolutions to the lives of South Africans, every day. Our commitment to excellence drives us to continuously improve our processes, innovate, and push boundaries.

About you

We're seeking a talented individual to join our customer service team as an Assistant Customer Service Manager. In this role, you'll work closely with the Head of Customer Service to oversee department operations, ensuring high standards of customer satisfaction and efficiency.

Your primary responsibility will be to drive process improvements, support team growth, and ensure the smooth running of daily operations in a metrics-driven environment. You'll also play a key role in fostering a positive team culture by motivating employees and addressing challenges proactively.

Key Responsibilities:People Management & Performance:
  • Lead and manage customer service teams to ensure their success and performance.
  • Support hiring, training, and mentoring employees to meet performance goals.
  • Foster a positive team culture by motivating employees and addressing challenges proactively.
  • Provide coaching and development to agents and team leaders, ensuring alignment with company values.
  • Handle escalations effectively and resolve customer concerns efficiently.
  • Carry out supervisory responsibilities in accordance with OneDayOnly's policies and procedures.
  • Build productive working relationships with team leaders, peers, leadership, and other departments.