Assistant Customer Service Manager

**About us**:
Step into the wild world of OneDayOnly - South Africa's OG daily deals hub. 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, jump in, where FOMO meets killer deals, and let's turn every day into a retail party

**About you**:
Customer Service at OneDayOnly includes a group of mega-skilled, self-motivated, all-round lovely humans that are united in bringing sweet resolutions to the lives of South Africans, every day. Intrigued? Want to lead our epic team? Keep reading

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

**Responsibilities**:
**People Management & Performance**:

- Assist in leading and managing the customer service teams, ensuring their success and performance.
- Support in hiring, training, and mentoring employees to meet performance goals.
- Foster a positive team culture by motivating employees, addressing challenges proactively and driving engagement.
- 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.

**Operational Excellence**:

- Help implement and refine processes to improve efficiency and service quality.
- Monitor team performance metrics, identify trends, and drive improvements.
- Work closely with other departments to ensure seamless customer experiences.
- Assist with scheduling, workflow delegation, and workload management.
- Ensure adherence to company policies, customer service standards, and best practices.
- Strong time management and organisational skills
- Assist Agents and Team Leaders with understanding the performance bar and support them in reaching it.
- Ensure adherence to company policies, customer service standards, and best practices.

**Problem Solving and Innovation**:

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

**Qualifications & Experience**:

- Bachelor Degree advantageous
- Minimum of 3 years Customer Service management experience
- Proven ability at people management & development
- Problem-solving & decision-making skills
- Operational & process improvement skills
- Metrics & performance management experience
- Technology & systems proficiency
- E-commerce & multichannel experience (advantageous)
- Excellent communication & interpersonal skills
- Project management experience (advantageous)