Our Online Customer Service Manager plays a crucial role in ensuring customer satisfaction and maintaining a positive relationship between ME&B and our customers. The role is vital for fostering customer loyalty and enhancing overall satisfaction through effective service delivery.
Primary Responsibilities:
- Customer Interaction: Serve as the first point of contact for customers, responding to inquiries via phone, email, and live chat.
- Complaint Resolution: Investigate and resolve customer complaints efficiently, ensuring a satisfactory outcome.
- Order Processing: Assist customers in placing, tracking, and managing orders, including returns and exchanges.
- Product Knowledge: Maintain an in-depth understanding of the company's products and services to provide accurate information and support.
- Loyalty Product Owner: Own the operational side of the ME&B Besties loyalty programme. Marketing will provide support on campaigns and automated communications.
- Collaboration: Work closely with other departments to relay customer feedback and improve service delivery.
Key Duties:
- Respond promptly to customer inquiries and maintain a professional demeanour at all times.
- Process orders, modifications, and cancellations efficiently.
- Provide technical support for product-related issues and escalate complex problems as necessary.
- Keep accurate records of customer interactions to enhance service quality.
- Participate in team meetings to discuss performance metrics and strategies for improvement.
Skills Required:
- Communication Skills: Excellent verbal and written communication skills are essential for effective interaction with customers. This person will need to build rapport with customers and handle stressful situations calmly.
- Problem-Solving Abilities: Strong analytical skills to diagnose issues and recommend solutions.
- Technical Proficiency: Familiarity with, or the ability to learn, Shopify, Cin7 Core, customer service software, and basic computer applications is required.
- Organisational Skills: Ability to manage multiple tasks simultaneously while maintaining attention to detail.
- Previous experience in customer service or related fields is advantageous.
Please send through your CV to mj@meandb.co.za