Community Manager

7 days ago

Tygervalley, South Africa Pepkor Speciality Full time

An exciting and challenging opportunity has become available at **Dunns Support office**, for a **Community Manager (Fixed Term Contract)**.

**Key Responsibilities**:

- Responsible for working with the call centre on all incoming customer requests and calls and ensuring operational efficiency within the call centre
- Providing help and advice to customers relating to DUNNS products and processes, learning about DUNNS products or services and keeping up to date with changes
- Analyse and troubleshoot complex problems, then propose best solutions or recommendations as quickly as possible.
- Create returns and follow up with relevant departments, i.e. collections, refunds, etc
- Checking for stock availability and working with Warehouse to resolve any issues
- Issuing of refunds or vouchers to customers;
- Keeping accurate records of discussions or correspondence with customers;
- Consistent analysis of statistics or other data to determine the level of customer service DUNNS is providing;
- Manage templates and standard responses that the Call Centre can use for responding to customers on general issues, i.e. how to process a return
- Maintaining feedback or complaints procedures for customers to use
- Maintaining and improving customer service procedures, policies and standards for DUNNS
- Meeting with relevant line managers to discuss possible improvements to customer service
- Able to adapt to and accommodate customers’ needs.
- Carry out consistently high customer service.
- The ability to communicate effectively at all times and the right attitude to stay calm and focused under pressure.
- Be a good listener, and possess a good, problem solving nature in order to be able to resolve any customer query
- Manage outbound campaigns aimed driving customer acquisition and sales
- After-sales services to follow up customer satisfaction, ensure quality of products purchased, build relationships and modify and improve services provided
- Play an integral role in identifying influencers, building relationships with and managing their participation in establishing the DUNNS brand in deeper communities.

**Qualifications**:

- Marketing Degree/Diploma

**Knowledge, Skills and Experience**:

- A minimum of 3 to 5 year's relevant working experience gained in a Marketing environment with working knowledge of managing customer interactions.
- Excellent language skills (verbal and written) in English, and ability to converse in a second official language would be an advantage.
- Proficiency in the latest Microsoft packages (Word, Excel, and PowerPoint & Outlook) is an as well as proficiency in the latest G Suite packages (Docs, Slides, Sheets) is an important requirement.
- Excellent interpersonal and communication skills
- Excellent customer service orientation.
- Excellent time management, organizational and administrative skills and presentation skills.
- Driver’s license is required as travel may be required.

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