Key Accountabilities/ResponsibilitiesThe responsibilities include the following:External Customers:Answer email, phone, live chat and other customer queries regarding online orders, loyaltyquestions, and customer account / general / miscellaneous customer queries or feedback.All to be completed within the agreed SLA'sEmploy strategies to handle customer objections in an effective, constructive and professional mannerPut the customer at the heart of what they do in order to deliver an excellent customer experienceInvestigate and track online customer ordersManage refunds, customer orders, loyalty accounts, and other customer issues where necessaryContribute to the company's understanding of customer objectionsProviding feedback regarding the effectiveness of operating systems and procedures to the ContactCentre ManagerMake recommendations to improve productivity within the Customer Service teamCustomer Service TeamTo act as a deputy to the Contact Centre Manger where appropriateTake responsibility for logging on to or logging off the call management system, and/or opening or closingthe office (managing the expectations around the phone system)Following all safety and OHS proceduresManage a sub-team or shift of CSC'sTo mentor, coach, and develop Customer Service Coordinators within the team (imbedding my lead as the team leader)To act as a point of escalation in handling customer issues should it be required by CustomerService CoordinatorsAllocation of workReporting daily and monthlyInternal CustomersRespond to phone enquiries and emails from internal customers at head office, store teams and AreaManagers in a timely, effective and professional mannerManage and build strong working relationships with key stakeholdersSupport the vision for, and development of, the customer service teamWork with internal stakeholders to achieve company objectives, and liaise with divisions within the company to provide operational supportBUSINESS AND PROCESSESProvide continual evaluation of customer service and other GX processes and proceduresCreate & deliver daily, weekly & monthly reporting on team performance, on time to managerSuggest improvements to create efficiency and service for internal & external customersUse appropriate judgment in upward communication re: department or employee concernsEnsure adherence to compliance requirements in all areas of company policies and procedures, includingbut not limited to risk management and administrative controlsEnsure all activities are conducted in line with the company values and consistent with the Code ofConduct policyCarry out other appropriate duties as directed by the Team LeaderSkills and Experience Required1-3 years' experience providing amazing customer service as a Customer Service Supervisor and/or in a call centre roleExperience of managing and mentoring Customer Service or Sales AgentsStrong, engaging phone mannerPassionate about finding solutions for customersExcellent communication skills. both written and verbalGood problem-solving skillsAble to handle difficult customers and/or team escalations to manage more difficult problems and customersFamiliar with Microsoft Office, particularly Outlook, Word and ExcelAdvanced troubleshooting and multi-tasking skillsExperience of computer programs to manage customer and customer service information
