• Provide timely and quality responses to customer complaints and escalations across all channels.
• Ensure a customer-centric approach is embedded in all processes and interactions.
• Collaborate with other departments to ensure a seamless customer experience across all touch points.
• Manage day-to-day operations of the customer service team.
• Provide training and support to team members in complaints handling and customer service skills
• Contribute to a positive team culture and motivate staff towards achieving performance targets.
• Monitor team performance and ensure the team adhere to our quality metrics.

Must haves:

• 4 years Management / Team Leader experience on an online retail campaign
• Ecommerce Customer Service Experience ( a must have)
• IR & Performance management experience is a must
• Market place experience (eBay, Amazon, TIKTOK)
• Experience managing a Work From Home team

• Provide timely and quality responses to customer complaints and escalations across all channels.
• Ensure a customer-centric approach is embedded in all processes and interactions.
• Collaborate with other departments to ensure a seamless customer experience across all touch points.
• Manage day-to-day operations of the customer service team.
• Provide training and support to team members in complaints handling and customer service skills
• Contribute to a positive team culture and motivate staff towards achieving performance targets.
• Monitor team performance and ensure the team adhere to our quality metrics.

Must haves:

• Zendesk Experience
• 4 years Management / Team Leader experience on an online retail campaign.
• E-commerce Customer Service Experience ( a must have).
• Complaint handling experience (essential).
• Marketplace experience (eBay, Amazon, TIKTOK).
• Social Media experience.