Customer Service Manager

About the Role:

We seek a diligent and proactive Head of Customer Service & Operations to join our clients dynamic team.

In this role, you will be the main support network for the Customer Service Supervisor and Operations Manager, ensuring smooth operations and exceptional customer service.

Your responsibilities will include reviewing and managing existing procedures, implementing new processes when necessary, and bridging the gap between the Senior Management Team and various departments. Your efforts will ensure that our operations run efficiently and align with the strategic goals of the company, while also maintaining high standards of customer satisfaction.

Track and Analyse Deliveries: Monitor successful deliveries, broken down by courier service to identify performance trends and issues.

Responsibilities:

Support Network for Customer Service Supervisor and Operations Manager:

· Act as the primary support for both the Customer Service Supervisor and Operations Manager, assisting with daily tasks and long-term projects.

· Oversee all escalations and ensure they are resolved to completion.

· Provide guidance, educations and leadership to ensure the team meets its objectives and maintains high standards of performance.

Procedure Review and Management:

· Conduct regular reviews of existing procedures to ensure they are efficient and effective.

· Identify areas for improvement and implement new processes as needed to enhance operational efficiency and customer satisfaction.

· Ensure that all processes comply with company policies and industry regulations.

Bridging the Gap Between SMT and Departments:

· Serve as a liaison between the Senior Management Team (SMT) and various departments to facilitate clear and effective communication.

· Ensure that departmental strategies align with the overall goals and objectives set by the SMT.

Reporting and KPIs:

· Develop and maintain comprehensive reporting systems to monitor key performance indicators (KPIs) as established by the SMT. Reports covered are the following and expected to be produced on WOW, MOM & YOY basis.

Qualifications & Skills:

· Experience: Minimum of 3+ years in a similar role with a focus on customer service and operations management.

· CRM Systems: Proficiency with CRM tools such as Gorgias, Zendesk, Hubspot, or Helpdesk.

· Task Management: Experience using task management systems like Asana, Monday, Trello and Zapier

· ERP Systems: Familiarity with ERP systems such as Netsuite, SAP, or Orderwise.

· E-commerce Platforms: Knowledge and experience with Shopify, Shopify Plus, and Magento.

· Work Environment: Proven track record of working in a dynamic and fast-paced e-commerce environment.

Benefits:

• Competitive salary and benefits package.
• Opportunity to lead and develop a high-performing team.
• Work in a fast-paced and dynamic environment.
• Make a positive impact on customer satisfaction and company growth.
• Continuous learning and development opportunities.

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