Head of Customer Service

SUMMARY:

POSITION INFO:
Duties and responsibilities:

• Ensure all online orders are fulfilled within 24 hours of receipt.
• Ensure all online orders are delivered to customers within 5 working days of order.
• Ensure any exchanges or refunds are done within 7 days of request and that exchanges are delivered to a customer within 12 days of request.
• Respond to all customer queries on the same day they arrive (including weekends).
• Close off all customer queries within 48 hours of receipt
• Save the Sale – exchange, sub or voucher - Keep refunds to less than % of return values
• Ensure that all queries that are closed and moved onto Shopify for Sub Refund or Exchange are completed on time.
• Amend Shopify orders – Refund or Exchange
• Ensure refunds or exchanges are done on the same day stock arrives back in DC. i.e. within 7 days of request.
• Ensure all store related quality issues are resolved on time directly with the customer. Collect, Track, Inspect, communicate, resolve, ensure delivery within 5 working days.
• Keep aside stock in stores under special orders for return exchanges.
• Take all customer query calls that come into the office line.
• Provide feedback to the directors on what we can do to avoid customer issues.
• Calling customers
• Taking calls
• Responding appropriately and on time to all queries and requests.
• Taking action immediately.
• Providing solutions.
• Following up on what you have promised other people will do to satisfy the customer.
• Using Shopify to adjust orders and drive so that KRA’s are achieved.
• Getting it done – not just your tasks but everyone else that has tasks that will deliver on your commitment to the customer.
• Monitoring reports and getting the results on any slippage from whom ever you have to make it happen.
• Escalation of systemic issues to management for action – Looking for patterns and route cause.

• Advantage - tertiary qualification in commerce field
• Analytical mindset with a focus on continuous improvement.
• Ability to thrive in a fast-paced, dynamic environment
• Proven track record in achieving results
• Working in seasons – December etc.
• Weekend work – check Freshdesk and respond to urgent matters
• After hours work – on occasion to resolve a customer issue after hours.
• Selling skills
• Follow up – Communicate Time frames – Gathers appropriate info – Evaluates Results.
• Customer focus – Listening skills - Seeks to understand the customer – Educate the customer – Builds collaborative relationships – takes action to meet customer needs and concerns, Set up customer feedback systems.
• Communication skills - The ability to select the most appropriate form of communication to get the job done
• Building a successful team – Develop structure – shared vision
• Decision making – Identify Issues Problems and opportunities
• Quality Orientation – Follows procedures – Ensures High quality output – Take action.
• Knowledge of the product and brand.
• Eloquent communication skills – in line with the luxury brand.

NB! This job is now closed. You can apply for other jobs by uploading your CV.