Senior Customer Services Team Manager

Our client is seeking an experienced Customer Service Leader to enhance the team's capability in handling customer complaints effectively with a customer first approach.

The ideal candidate will possess strong leadership skills, with a background in team management and a proven record of delivering exceptional customer service.

While driving continuous improvement based on the feedback received from their customers.

Managing a small team of Customer Service Agents based remotely from South Africa.

Ensuring that they lead by example in being a customer advocate in the business.

Responsibilities

Provide timely and quality responses to customer complaints and escalations across all channels.

Ensure a customer-centric approach is embedded in all processes and interactions.

Collaborate with other departments to ensure a seamless customer experience across all touch points.

Manage day-to-day operations of the customer service team.

Provide training and support to team members in complaints handling and customer service skills

Contribute to a positive team culture and motivate staff towards achieving performance targets.

Monitor team performance and ensure the team adhere to our quality metrics.

Must haves

• 4 years Management / Team Leader experience on an online retail campaign
• Ecommerce Customer Service Experience ( a must have)
• IR & Performance management experience is a must
• Market place experience (eBay, Amazon, TIKTOK)
• Experience managing a Work From Home team

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