E-commerce Customer Service Supervisor

2 weeks ago

Franschhoek, South Africa JSM Business Services Full time

E-Commerce Customer Service Supervisor

Our client’s e-commerce division has expanded exponentially over the last few years. Their environment is fast-paced, innovative and performance driven and will suit someone who is self-driven and solution orientated, has a keen eye for detail, and the self-confidence to make decisions and escalate matters when necessary. They are hyper-focused on the customer experience, which drives all our decisions, processes and tasks.

They are looking for a dynamic Customer Service Supervisor to join their team. You must be quality focussed and solution oriented, with experience in resolving customers’ queries and complaints daily, ideally within a hospitality or e-commerce environment. This role suits a highly motivated individual who thrives in a fast-paced, exciting environment and who can easily adapt to changing market and organisational requirements.

You must have a passion for people, where your number one aim is to delight the customer. You will manage a small team of customer service agents and must ensure that correct processes and KPIs are adhered to.

**Responsibilities**:

- Coordinate the customer service team, with the aim of resolving queries efficiently and effectively.
- Compile monthly customer experience management reports and provide management with a visual representation of the customer service team’s performance.
- Drive and motivate the customer service team to achieve targets and KPIs.
- Enhance current customer service processes to improve efficiency and find new ways to delight our customers.
- Take ownership of the customer experience to ensure that the customers’ needs are met.
- Create and maintain the Knowledge Centre and provide customers with high-quality, self-service resources, whilst ensuring that first-line response is scalable.

**Requirements**:

- A completed National Senior Certificate qualification (matric / Grade 12).
- A relevant tertiary qualification will be advantageous.
- Fluent in Afrikaans and English, with exceptional writing and communication skills.
- At least 4 years’ experience in direct customer service in an e-commerce, hospitality and/or tourism environment.
- Experience in managing teams and staff members.
- Experience in using customer support software such as Freshdesk, Zendesk, Helpdesk, etc.
- Demonstrate a target-oriented and performance-driven attitude.
- Possess the ability to work productively, efficiently and effectively, with initiative and drive under tight timescales and pressure, whilst maintaining attention to detail and quality.
- Ability to adapt to and implement change effectively.
- High energy levels.
- A creative approach to daily challenges and a strong sense of ambition.

Ability to commute/relocate:

- Franschhoek, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- customer service in an e-commerce, hospitality environment: 4 years (required)

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