Customer Care Operations Team Lead

Description:

JOB PURPOSE:

To manage and lead the multi-channel customer care team to deliver an exceptional customer experience and create advocates of ARC out of all customer contacts. To ensure ecommerce fulfilment operations and aftercare meet all required SLAs.

JOB OBJECTIVES:

1. Customer Operations:
   1. To manage all incoming customer communications of enquires and complaints – and bring them to at minimum amicable resolution.
   2. Manage all incoming communication channels to the SLA – ie. Speed of response.
   3. Manage all existing communication channels (social media / email / voice) to deliver customer resolution turnaround within agreed SLA.
   4. Support the successful implementation and on-going management of any new customer care channels including for example, web chat and WhatsApp.
   5. Manage all telephonic system implementation for all ARC stores and locations that open from time to time. Ensure routing of all calls to HO to always maintain a positive customer experience of the ARC brand.
   6. Ensure the ability to manage multi-lingual incoming customer enquiries
   7. To identify and lead as key stakeholder new CRM system requirements and implementations
2. Online Operations
   1. Manage and work alongisde with the ecom dark store to deliver on time order shipping and delivery within SLA.
   2. Manage customer expectations due to short picks whether due to stock management or over selling or similar and rectify.
   3. Bulk order management – identify bulk orders and manage to company SOP.
   4. Efficient and effective refund management and management of payment service provider. Managing refunds within SLA and to finance audit requirements.
   5. Identify and prevent fraudulent orders and escalate appropriately.
3. Build and manage a high performing customer care team
   1. Recruitment of high calibre team, passionate about customers and beauty and on contracts that are appropriate to a 24-hour operating business.
   2. Induction and on-boarding of all new team members (Digital ARC-itects)
   3. Develop and maintain standard team ways of working / rhythm and routines.
   4. Performance management of customer care team including defining goals and actioning performance appraisals.
   5. Structured and organized team communication.
   6. Learning and development of all team members.
4. Develop and maintain standard operating procedures (SOPs) for all operations of customer care and experience.
5. Customer champion in ARC
   1. Ensuring compliance to all relevant customer legislation
   2. Supporting business to deliver compliance to customer legislation
   3. Manage and ensure the accuracy and completeness of all ARC FAQs and Terms and Conditions on arcstore.co.za – ensuring legislative compliance.
   4. Continuous benchmarking of FAQs and ARC Ts and Cs to other retailers and recommendations for updates.
6. Customer Reporting, tracking, and listening
   1. Identifying all reporting and tracking requirements including exception reports to enable improved customer service.
   2. Develop and maintain standard tracking terminology to enable on going analytics thereby enabling improved customer support processes and systems to be developed.
   3. Enable understanding of customer needs
   4. Support market research team where required with outbound calling.
   5. Identify and raise priority business focus for any business issue such as red alerts (product tampering etc), partner strikes, social media crises, website performance issues, payment gateway performance issues etc
7. Support and enable commercial and marketing team initiatives where required for example gift with purchase, pre-orders etc
8. Participate in customer journey mapping though the various paths e.g. physical, digital web, digital app etc. Identify points of friction preventing customers not completing their checkout. Work with team members and agencies as needed to improve the customers’ experience with the business.
   

KPI’s include (with example targets):

1. Service level 90% in 20 seconds
2. Abandonment <5%
3. Av handling time 180 seconds
4. CSAT
5. NPS
6. First contact resolution 90%
7. First reply time 2 hours
8. Email resolution 24hours
9. Social media answer within 5 hours
10. OTIF for all ecommerce
11. Refund SLA

ETC

KEY CHALLENGES: Maintaining morale and motivation to ensure staff retention in repetitive work environment. On site work requirement.

JOB RELATED KNOWLEDGE: Integrated CRM systems experience e.g., Freshdesk, experience of multi-channel customer support inc web chat / customer data management and maintenance, ecommerce fulfilment (less of a requirement)

JOB RELATED SKILLS: Empathy with customers, Passion for customer care, Love of beauty, inspiring people leadership and management, learning and development, analytics

JOB EXPERIENCE: 4 years contact centre experience; 2 years contact centre management at minimum team leadership level / ecommerce experience of fulfilment management

EDUCATION: Matric, Higher education such as B.com

Requirements:

JOB PURPOSE:

To manage and lead the multi-channel customer care team to deliver an exceptional customer experience and create advocates of ARC out of all customer contacts. To ensure ecommerce fulfilment operations and aftercare meet all required SLAs.

JOB OBJECTIVES: