National Customer Service/ Call Centre Manager

RequirementBachelor's degree in business administration, management, or a related field. Master's degree is a plus.8 + years' experience in a multi-national company at management Level.12 + years' experience in customer serviceMust have proven experience with Logistics industryStrong understanding of EcommerceStrong understanding of customer service principles and practices.Excellent communication and interpersonal skills.Demonstrated ability to lead and inspire teams to achieve performance goals.Proficiency in using customer service software, CRM systems, and call centre technologies.Analytical mindset with the ability to use data to drive decision-making.Knowledge of relevant industry regulations and compliance standards.Must be based in Cape Town or willing to relocate. ResponsibilitiesEnsure compliance with relevant industry regulations and standards.Generate regular reports on key performance metrics, trends, and areas for improvement.Implement systems to gather and analyze customer feedback, and use insights to make data-driven decisions for continuous improvement.Address customer escalations and ensure timely resolution of issues.Monitor customer interactions, conduct audits, and implement improvement initiatives.Establish and maintain quality assurance programs to ensure the delivery of consistent and high-quality customer service.Ensure seamless integration of customer relationship management (CRM) systems and other relevant tools.Stay abreast of industry trends and implement innovative technologies to enhance the efficiency and effectiveness of customer service operations.Collaborate with cross-functional teams to implement changes that enhance the customer experience.Identify opportunities for process optimization and efficiency improvements within the customer service and call center operations.Conduct regular performance reviews and implement corrective actions as needed.Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve the performance of the customer service and call center teams.Lead, mentor, and motivate a team of customer service representatives, supervisors, and support staff.Provide strategic direction to regional managers and team leaders to ensure a cohesive and consistent approach to customer service.Develop and execute the overall customer service and call center strategy aligned with the company's goals and objectives. IF YOU DO NOT RECEIVE ANY FEEDBACK FROM US IN 2 WEEKS, PLEASE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL.
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