Key Purpose Statement:
 
To ensure that the customer services agents are deployed and managed effectively in order to have the appropriate mix of skill and availability of staff to support the business processes that will effectively meet customer requirements at all times.
 
Key Outputs and Accountabilities:
 
Customer Service (CS) Department Strategy: 
       
Ensure all relevant business strategies policies and procedures are implemented and adhered to in order to ensure alignment to business objectives. Customer centricity is always the top priority.
 
Operational Responsibilities: 

• Assist employees with complex queries and requests
• Assist with customer queries and complaints, telephonically and face to face.
• Ensure that effective, efficient and consistent CS business processes are aligned to the company’s business objectives       
• Ensure effective, efficient and consistent communication of CS performance metrics and improvements by circulating reports
• Working with senior management to propose, agree and deliver CS services according to defined Service Level Agreements
• Ensure that all service level agreements are met on a daily basis
• Analyse trends and total CS performance and report on it
• Setting and meeting performance targets for speed, efficiency, sales and quality              
• Liaising with team leads, supporting departments and third parties to gather information and resolve issues

General office administration duties:

• Returns management
• Parked order management
• Refund management
• Escalation management
• Performance management
• Online payment administration (PayFast)
• Professional Photographer database administration
• Process facilitation
• Communication facilitation
• Error management and communication
• Telephony management
• Price negotiation on bulk orders
• Customer Services reporting
• Managing of log entries on Podio
• Team management
• Continuous at the work station coaching
 
General Responsibilities:
To understand and maintain a disaster recovery plan
To review and improve all CS process and system improvements and programs; prior to their implementation
Manage morale in centre for optimal productivity and drive positive team culture              
Planning and managing change
Managing the daily running of the interaction centre         
 
People Management:    
Maximise the contribution of staff and ensure staff related performance meets key strategic objectives across critical dimensions              
Supervise, monitor, develop and coach interaction centre employees
Manage people, coaching; identify training needs, performance issues, disciplinary measures and evaluation of team
 
Shift Scheduling:              
Schedule shift work according to demand analysis and send to relevant stakeholders
Adjust weekly schedules
Schedule all agents according to call
Schedule all necessary training based on the training needs and analysis given by HR
Schedule all necessary business development initiatives to support the department and plan for the event to ensure that the CS is not negatively impacted
 
 
Competencies:
 
• Sound operational knowledge of call centre and customer services management
• Drive customer -centricity throughout the business
• Dynamic with excellent attention to detail 
• Target & service driven    
• Well-developed planning, organising and time management skills      
• Well-developed leadership and proven people management skills      
• Customer focused             
• Excellent verbal and written communication skills
• Analytical, numerate and detailed oriented
• Dynamic and inspiring leader
• Self-management practices understood and applied
• Resilient personality
• Ability to cope and thrive under pressure
• Calm and level headed approach.
• Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
• Listening skills, to understand exactly what customers require
• Problem-solving skills
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Motivational skills and an ability to supervise and lead a team
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• An ability to work well under pressure
• Good personal presentation, especially when working with customers face-to-face
• A commitment to improve your own customer service skills on an ongoing basis.