Customer Service Manager –  Mr D Food Operations Support, a leading South African online retailer, is looking for a highly talented  Customer Service Manager to join our team in Cape Town. 

We are a young, dynamic, hyper growth company looking for smart, young, creative,  hard working people to join us. We offer market related benefits, a great work  environment and a promise that you won’t be bored as long as you are prepared for a  challenge and want to build something great. 

The position reports to the Customer Service Operations Manager 

Your responsibilities will include: 

  • Order Success Management: To ensure that the order success function is  executed to proactively reduce downstream pressure on the customer services  function and to provide support to the Takealot Delivery Team’s branch network 
  • Customer Service Management: To ensure that the operational support  functions – restaurant support and order success – are efficiently integrated  into the overall customer services processes to best support a great customer  experience. 
  • Call Centre Leadership & Performance Management: To ensure that the  Operational Support environment is led from the front, that team leaders and  agents feel supported, motivated and that a high performance culture is  developed by ensuring both that positive performance is appropriately  recognised and that under-performance is not tolerated and managed. 
  • Communication and Business Alignment: To ensure that the Operational  Support team is aligned with business goals and that the team is fully aware of  their performance and updated on all relevant changes and initiatives. Additionally the Operational Support team needs to ensure comprehensive  incidence reporting to Mr D Food’s relevant operational stakeholders. 
  • Operational Hygiene: To ensure that good operational hygiene is undertaken  and that all admin is updated. 
  • Analysis & Reporting: To make best used of available data and reporting to  manage the team based on facts and evidence and to interpret reports to make  sound decisions; to identify gaps in data and to proactively work towards  removing such gaps. 
  • Regular Reporting: On agent Productivity, aggregate Department, your CS  Team Leaders Balanced scorecards and Inter-department Performance. 
  • HR & Recruitment: To recruit appropriately skilled and mature staff and ensure  compliance with regulation and best practice in respect of IR/HR issues and  admin. 
  • Customer Services Representation: To act as the senior manager on duty  within the customer services environment in the absence of the customer  services CSM. 
  • Your performance will be measured by: Achievement against data-driven  key performance metrics, inter alia: CSAT/NPS, productivity per agent, case documentation, your response time and your achievement of specific goals &  projects set by the business. Your team, colleagues and other stakeholders will  also conduct 360 degree feedback and have a direct effect on your  performance. 

Attributes Required: 

  • Able to build high performance teams 
  • Strong interpersonal skills and the ability to work as an effective team member  and leader of a large team 
  • Able to communicate clearly and voice an opinion 
  • Self-directed and process orientated 
  • Solutions-oriented, can-do attitude and high energy 
  • Comfortable and able to function in an ambiguous, fast paced, high pressure  environment, while maintaining high quality outputs 
  • Excellent analytical and reporting skills 

Qualifications and Experience: 

  • Bachelor’s degree 
  • Minimum 4 years’ experience as a manager in a customer service environment 
  • Experience in the redesign and implementation of new processes and best  practices to improve customer satisfaction metrics. 
  • Experience in working in an e-commerce or technology company is a plus 

The Environment

  • employees are entrepreneurial and dynamic, smart, customer centric, fun and have the shared ambition of being the leading e commerce company in Africa. 
  • We have fun, work hard, take ownership, work in teams to create solutions,  and are always open to direct feedback/new ideas on where we can improve. 
  • We are short on ego and high on output. 
  • We are doers and not only thinkers, it's all in the execution after all. 
  • We love what we do and what we are creating. 

We seek to Employ an Extra Ordinary Mind who:  

  • is forthright but respectful  
  • is an expert at doing, who can not only design but also execute  
  • is analytical, able to use data to make decisions  
  • is competitive, self-directed and strive to be the BEST (GREAT requires a lot  of work and does not only happen during business hours) 
  • is passionate about the potential of e-commerce and delivering a world-class  customer experience  
  • is entrepreneurial, thrives under change and accepts it is a constant and  always looks for solutions to do something better and faster  
  • is able to think about problems from a business perspective using technical  and product input  
  • is curious and challenge the status quo  
  • is innovative and enjoys iteration 
  • is collaborative  
  • will be at the cutting edge of developing new concepts for  
  • thinks like an owner of the business.  

If you meet the above you are an Extraordinary Mind so come and join us!  

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged  groups and people with disabilities will be given preference.

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