Manage, coach, administer, and execute operations of the DID Customer Service/Online Team.
Support the DID and Select Management Teams in achieving KPIs, targets, and project execution.
Ensure Customer Service Agents (CSAs) actively and professionally attend to queries received via phone, email, web query, live chat, social media, and public review platforms (e.g., Trustpilot).
Track the success of CSA training, workshops, and compliance course completion.
Manage HR policies, including probation reviews, return-to-work procedures, recording absences, and approving annual leave.
Assist Logistics and Success Teams in achieving service excellence through customer engagement and real-time tracking of delivery and installation teams.
Complete weekly payroll and administer the annual leave calendar.
Oversee the daily schedule of the Customer Service/Online team, providing support, advice, and guidance on team or departmental issues.
Coach and guide the team responsible for fulfilling online customer orders.
Chair daily/weekly team meetings to discuss KPIs (e.g., Call Answer Rates, Trustscore targets), updates on products, promotions, initiatives, points of interest, or ongoing customer queries.
Conduct weekly performance reviews with individual team members.
Assist in deploying and implementing development action plans required by the company.
Provide input and insights to various departments within the organization.
Maintain accurate and up-to-date staff records via Same System (e.g., sick leave, annual leave).
Ensure customer updates on order requests and facilitate connections with in-store teams for assistance.
Support logistics and dispatch teams by ensuring delivery information accuracy and addressing concerns around deliverability and dispatch.
Foster a supportive culture to assist DID guests and customers with concerns related to web orders, installation, delivery, or returns.
Communicate effectively with internal and external stakeholders to enhance the customer journey and support the Group Executive Relations Manager with escalated complaints.
Act as an ambassador for DID and the broader group.
Serve as an escalation point for DID complaints, reviewing and discussing cases with the Executive Relations Manager to find resolutions.
Assist the team in supporting DID B2B and OGP clients or direct them to the appropriate account manager.
Collaborate weekly with line managers and department heads to improve customer service management.
Essential Experience Criteria
The ideal candidate will have demonstrated:
Excellent telephone manner and high levels of diplomacy.
Experience managing a team of agents or team members.
Ability to identify outstanding customer service opportunities and areas for improvement.
Flexibility and a positive attitude towards meeting business objectives and KPIs.
Organizational skills, professionalism, and the ability to work independently.
Proven problem-solving abilities.
High tact and diplomacy when dealing with stakeholders.
Experience with Microsoft BC is a bonus.
Strong organizational skills, with the ability to prioritize, multitask, and maintain attention to detail.
Please note that applicants must hold a valid passport for the country of the vacancy; a work permit may be required.
Check our Blog for more information.
Do not provide bank or payment details when applying. Applications should be submitted via the 'Apply now' button.
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