Key Accountabilities/Responsibilities

The responsibilities include the following:

External Customers:

• Answer email, phone, live chat and other customer queries regarding online orders, loyalty questions, and customer account / general / miscellaneous customer queries or feedback.

• All to be completed within the agreed SLA's

• Employ strategies to handle customer objections in an effective, constructive and professional manner

• Put the customer at the heart of what they do in order to deliver an excellent customer experience

• Investigate and track online customer orders

• Manage refunds, customer orders, loyalty accounts, and other customer issues where necessary

• Contribute to the company's understanding of customer objections

• Providing feedback regarding the effectiveness of operating systems and procedures to the Contact

• Centre Manager

• Make recommendations to improve productivity within the Customer Service team

Customer Service Team

• To act as a deputy to the Contact Centre Manger where appropriate

• Take responsibility for logging on to or logging off the call management system, and/or opening or closing

• the office (managing the expectations around the phone system)

• Following all safety and OHS procedures

• Manage a sub-team or shift of CSC's

• To 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 Customer

• Service Coordinators

• Allocation of work

• Reporting daily and monthly

Internal Customers

• Respond to phone enquiries and emails from internal customers at head office, store teams and Area

• Managers in a timely, effective and professional manner

• Manage and build strong working relationships with key stakeholders

• Support the vision for, and development of, the customer service team

• Work with internal stakeholders to achieve company objectives, and liaise with divisions within the company to provide operational support

BUSINESS AND PROCESSES

• Provide continual evaluation of customer service and other GX processes and procedures

• Create & deliver daily, weekly & monthly reporting on team performance, on time to manager

• Suggest improvements to create efficiency and service for internal & external customers

• Use appropriate judgment in upward communication re: department or employee concerns

• Ensure adherence to compliance requirements in all areas of company policies and procedures, including

• but not limited to risk management and administrative controls

• Ensure all activities are conducted in line with the company values and consistent with the Code of

• Conduct policy

• Carry out other appropriate duties as directed by the Team Leader

Skills and Experience Required

• 1-3 years' experience providing amazing customer service as a Customer Service Supervisor and/or in a call centre role

• Experience of managing and mentoring Customer Service or Sales Agents

• Strong, engaging phone manner

• Passionate about finding solutions for customers

• Excellent communication skills. both written and verbal

• Good problem-solving skills

• Able to handle difficult customers and/or team escalations to manage more difficult problems and customers

• Familiar with Microsoft Office, particularly Outlook, Word and Excel

• Advanced troubleshooting and multi-tasking skills

• Experience of computer programs to manage customer and customer service information