Ecommerce Customer Service Representative (7 month contract)
Media24
Cape Town, Western Cape
Permanent
Posted 13 August 2019 - Closing Date 19 August 2019
The vacancy you are interested in has been closed for applications

Job Details

Job Description

Ecommerce Customer Service Representative

Cape Town

 

On the Dot, a subsidiary of Media24 in Western Cape, currently requires the services of a Ecommerce Customer Service Representative.

 

We seek to appoint a dynamic and energetic individual to assume responsibility as Ecommerce Customer Service Representative, reporting to the Account Manager. The position will be based at their offices in Cape Town CBD.

 

Main purpose of the role

  • The purpose of this job is to lead and supervise a team in the customer service department in such a manner that the team members are able to deliver superior customer service on time and efficiently, as well as to achieve specific goals and targets.

 

Requirements

  • Matric/Grade 12
  • Relevant post matric qualification
  • 5 years in a customer service operations environment
  • 2 years customer care
  • Experience as a team leader
  • Knowledge in supply chain processes and logistics
  • Proficient in relevant software packages

 

Skills and Competencies

  • Excellent interpersonal skills
  • Excellent verbal and written skills in the required languages
  • Customer focused
  • High attention to detail
  • Ability to work under pressure
  • Team leadership skills
  • Follow up
  • Analytical skills
  • Problem-solving skills

 

Key outputs

  • Oversee and monitor the application of service levels and work-place practices, taking corrective action where necessary or escalating instances of non-compliance if required;
  • Address client queries that have been forwarded from the call centre or received via email/fax, following up on progress on any queries that are still unresolved;
  • Update statistical information to keep track of progress toward meeting targets and goals;
  • Collate and report on statistics and provide accurate monthly analyses and reporting;
  • Ensure that customer service representatives are attending to and resolving queries within agreed time frames and that the customer-service-satisfaction target is being met;
  • Continuously evaluate the efficiency of processes, making recommendations as to where these can be improved;
  • Manage exception-based outputs, such as suspended, special and lost orders and pulping of stock, checking and investigating monthly;
  • Ensure effective communication processes are in place with management to keep them informed of activities, targets, problems etc on production and service levels;
  • Plan the daily tasks and priorities of team members, monitoring outputs and productivity;
  • Support team members with problem solving and customer queries and provide support for daily work overflow;
  • Provide general support and backup to other teams to achieve daily targets;
  • Supervise, develop, lead and maintain a motivated and high-performance team;
Identify and timeously address problems and opportunities in the back office area, escalating to customer services manager where appropriate.