Website The Prestige Cosmetics Group
Founded over thirty-eight years ago in March 1971, The Prestige Cosmetics Group (Pty) Ltd is today the leading distributor of fine fragrances, cosmetics and specialised skincare in South Africa. By investing in our brands, our people and our capabilities, PCG continues to be acknowledged as the pree… read moreminent business in the distribution of luxury products in Southern Africa. When combining our aptitudes with the objectives of our principles, PCG will continue to grow its position as the leading distributor of luxury fine fragrance, cosmetics and specialised skin care brands in Southern Africa. These objectives will be achieved through the following Five Corners of Responsibility, namely: • To achieve the objectives of our principles by maintaining the integrity and image of our brands whilst at all times representing them to the best of our ability • To provide the highest possible standards of service to our customers • To continue to invest dynamically in the development and growth of our brands • To attract and retain the highest calibre of staff through dynamic leadership, training and a delivery-focussed culture • To ensure our company achieves, maintains and grows adequate levels of profitability through appropriate and vibrant brand investment At the Prestige Cosmetics Group we achieve our objectives by investing in our People and our Brands. At PCG we believe that people is what differentiates good to great companies, we believe people are the heart and soul of our organisation. The Prestige Cosmetic Group (Pty) Ltd Unit 2 D, Fir Street Blackriver Park North Observatory Cape Town
JOB OBJECTIVES:
Customer Operations:
To manage all incoming customer communications of enquires and complaints – and bring them to at minimum amicable resolution.
Manage all incoming communication channels to the SLA – ie. Speed of response.
Manage all existing communication channels (social media / email / voice) to deliver customer resolution turnaround within agreed SLA.
Support the successful implementation and on-going management of any new customer care channels including for example, web chat and WhatsApp.
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.
Ensure the ability to manage multi-lingual incoming customer enquiries
To identify and lead as key stakeholder new CRM system requirements and implementations
Online Operations
Manage and work alongisde with the ecom dark store to deliver on time order shipping and delivery within SLA.
Manage customer expectations due to short picks whether due to stock management or over selling or similar and rectify.
Bulk order management – identify bulk orders and manage to company SOP.
Efficient and effective refund management and management of payment service provider. Managing refunds within SLA and to finance audit requirements.
Identify and prevent fraudulent orders and escalate appropriately.
Build and manage a high performing customer care team
Recruitment of high calibre team, passionate about customers and beauty and on contracts that are appropriate to a 24-hour operating business.
Induction and on-boarding of all new team members (Digital ARC-itects)
Develop and maintain standard team ways of working / rhythm and routines.
Performance management of customer care team including defining goals and actioning performance appraisals.
Structured and organized team communication.
Learning and development of all team members.
Develop and maintain standard operating procedures (SOPs) for all operations of customer care and experience.
Customer champion in ARC
Ensuring compliance to all relevant customer legislation
Supporting business to deliver compliance to customer legislation
Manage and ensure the accuracy and completeness of all ARC FAQs and Terms and Conditions on arcstore.co.za – ensuring legislative compliance.
Continuous benchmarking of FAQs and ARC Ts and Cs to other retailers and recommendations for updates.
Customer Reporting, tracking, and listening
Identifying all reporting and tracking requirements including exception reports to enable improved customer service.
Develop and maintain standard tracking terminology to enable on going analytics thereby enabling improved customer support processes and systems to be developed.
Enable understanding of customer needs
Support market research team where required with outbound calling.
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
Support and enable commercial and marketing team initiatives where required for example gift with purchase, pre-orders etc
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):
Service level 90% in 20 seconds
Abandonment <5%
Av handling time 180 seconds
CSAT
NPS
First contact resolution 90%
First reply time 2 hours
Email resolution 24hours
Social media answer within 5 hours
OTIF for all ecommerce
Refund SLA
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
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Apply via company website ( http://www.prestigecosmetics.co.za ) or