E-Commerce Customer Service Supervisor
  • Cape Town, City of Cape Town Metro, City of Cape Town Metro
  • Recruitment Matters
Job Description

Our client is looking for a dynamic Customer Service Supervisor to join their team!

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.

Key Skills :

  • 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.

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.

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