Ecommerce Customer Service Supervisor

1 week ago


Stellenbosch, South Africa Exceed Hr Full time

**Reference**: 7735 DB
**Consultant**:Dorei Barnes
- 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.

**Qualifications**:

- 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.

**Job Types**: Full-time, Permanent


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