The Role: CUSTOMER SERVICE MANAGER
The successful candidate will be required to:
Ø Ensure the consistent achievement of customer service levels and standards in all CoolWorld stores to enhance the brand image, growth, profitability and CoolWorld’s unique selling point (customer service).
Ø Lead and manage with support from Retail Managers all customer service officers in the store and provide customer service grooming for every other store staff.
Ø Perform quarterly staff performance evaluations on customer service skills and relationship; escalate to the business weak points, and recommend drive the implementation of corrective measures taken.
Ø Identify and address development needs for floor staff on customer service and also develop staff training programs and reference manuals on customer service.
Ø Formulate and implement customer service policies and procedures; recommend improvements in service procedures and do an annual review of service procedures.
Ø Determine customer service requirements through surveys, focus groups and benchmarking best practices; and analyze data to identify strategies for improvement of service, productivity and profitability.
Ø Resolve escalated customer service issues, establish comprehensive customer data base and coordinate focus groups and customer satisfaction surveys.
Ø Develop departmental budget and control costs
Ø Coach new recruits on CoolWorld customized customer service delivery.
The Person: The Right candidate must
· A high energy and results-driven professional with over 5-years customer service experience in a managerial capacity.
· Retail experience is essential
· Have interpersonal skills and effective communication both verbal and written.
· Must be good on Microsoft Office – Excel & Word and CRM software.
· Have a CAN DO attitude, exhibiting our core values – COURAGE, ACCOUNTABILITY, NETWORKING, DRIVE and ONENESS.
Closing date: 18 Mar 2013
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