Customer Service Manager

Were SAs best daily deals site. Nice to meet you.Were a group of mega-skilled, self-motivated, all-round lovely humans that are united in bringing sweet bargain-ey bliss to the lives of South Africans, every day. Intrigued? Want to join our epic team? Keep reading! What you'll loveWorking with, and learning from, some very skilled individuals as well as staff discounts on top of ludicrously affordable products.Job DescriptionThe Customer Service Manager is responsible for the overall direction, coordination, quality, and productivity of the contact centre. This position requires a candidate who can innovate, drive process improvements, and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics-driven environment.Overall Responsibilities Include:People Management:Lead and manage the customer service teams and be responsible for their overall direction and performance.Carry out supervisory responsibilities in accordance with OneDayOnlys policies and procedures; additional responsibilities include interviewing, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees, and effective conflict resolution.Build productive working relationships with direct reports, peers, leadership, and other departments.Manage the career growth and development of the Customer Service team by driving focus on OneDayOnlys leadership principles.Plays a critical role in leadership depth by providing guidance and mentorship to all levels of leadership within their organisational units, as well as serving as an outstanding role model.Deliver Results:Strong time management and organisational skillsComplete tasks on time to a high-quality standardTake action on issues and opportunities raisedAssist Agents with understanding the performance bar and support them to reach itDrive team engagement and actions through connections, results and insightsProject Management Responsibilities:Solving complex customer service issues and proactively preventing negative service trends.Identifying and eliminating root cause barriers to accuracy, productivity, and quality.Understanding and correctly utilising resources provided by internal systems, departments, policies, and procedures.Developing and achieving performance goals and objectives in order to achieve customer promise expectations.Managing workflow, escalations, and effectively delegating workload across the leadership team.Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of OneDayOnly.Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions.Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, and lean initiatives.Qualifications & ExperienceGrade 12Minimum of 4 years Customer Service Management experienceProven Leadership skillsE-Commerce experience (Advantageous)Self-motivated, goal-driven and the ability to multitask
Cape Town, WC, ZA