JOB OBJECTIVES:<\/p>\n
Customer Operations:<\/p>\n
\tTo manage all incoming customer communications of enquires and complaints \u2013 and bring them to at minimum amicable resolution.
\n\tManage all incoming communication channels to the SLA \u2013 ie. Speed of response.
\n\tManage all existing communication channels (social media \/ email \/ voice) to deliver customer resolution turnaround within agreed SLA.
\n\tSupport the successful implementation and on-going management of any new customer care channels including for example, web chat and WhatsApp.
\n\tManage 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.
\n\tEnsure the ability to manage multi-lingual incoming customer enquiries
\n\tTo identify and lead as key stakeholder new CRM system requirements and implementations<\/p>\n
Online Operations<\/p>\n
\tManage and work alongisde with the ecom dark store to deliver on time order shipping and delivery within SLA.
\n\tManage customer expectations due to short picks whether due to stock management or over selling or similar and rectify.
\n\tBulk order management \u2013 identify bulk orders and manage to company SOP.
\n\tEfficient and effective refund management and management of payment service provider. Managing refunds within SLA and to finance audit requirements.
\n\tIdentify and prevent fraudulent orders and escalate appropriately.<\/p>\n
Build and manage a high performing customer care team<\/p>\n
\tRecruitment of high calibre team, passionate about customers and beauty and on contracts that are appropriate to a 24-hour operating business.
\n\tInduction and on-boarding of all new team members (Digital ARC-itects)
\n\tDevelop and maintain standard team ways of working \/ rhythm and routines.
\n\tPerformance management of customer care team including defining goals and actioning performance appraisals.
\n\tStructured and organized team communication.
\n\tLearning and development of all team members.
\n\tDevelop and maintain standard operating procedures (SOPs) for all operations of customer care and experience.<\/p>\n
Customer champion in ARC<\/p>\n
\tEnsuring compliance to all relevant customer legislation
\n\tSupporting business to deliver compliance to customer legislation
\n\tManage and ensure the accuracy and completeness of all ARC FAQs and Terms and Conditions on arcstore.co.za \u2013 ensuring legislative compliance.
\n\tContinuous benchmarking of FAQs and ARC Ts and Cs to other retailers and recommendations for updates.<\/p>\n
Customer Reporting, tracking, and listening<\/p>\n
\tIdentifying all reporting and tracking requirements including exception reports to enable improved customer service.
\n\tDevelop and maintain standard tracking terminology to enable on going analytics thereby enabling improved customer support processes and systems to be developed.
\n\tEnable understanding of customer needs
\n\tSupport market research team where required with outbound calling.
\n\tIdentify 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
\n\tSupport and enable commercial and marketing team initiatives where required for example gift with purchase, pre-orders etc
\n\tParticipate 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\u2019 experience with the business.<\/p>\n
KPI\u2019s include (with example targets):<\/p>\n
\tService level 90% in 20 seconds
\n\tAbandonment <5%
\n\tAv handling time 180 seconds
\n\tCSAT
\n\tNPS
\n\tFirst contact resolution 90%
\n\tFirst reply time 2 hours
\n\tEmail resolution 24hours
\n\tSocial media answer within 5 hours
\n\tOTIF for all ecommerce
\n\tRefund SLA<\/p>\n
JOB RELATED SKILLS:\u00a0<\/p>\n
\t\u00a0Empathy with customers, Passion for customer care, Love of beauty, inspiring people leadership and management, learning and development, analytics
\n\tJOB EXPERIENCE:\u00a04 years contact centre experience; 2 years contact centre management at minimum team leadership level \/ ecommerce experience of fulfilment management
\n\tEDUCATION: \u00a0Matric, Higher education such as B.com<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.prestigecosmetics.co.za ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"The Prestige Cosmetics Group","_company_website":"http:\/\/www.prestigecosmetics.co.za","_company_tagline":"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: \u00e2\u20ac\u00a2 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 \u00e2\u20ac\u00a2 To provide the highest possible standards of service to our customers \u00e2\u20ac\u00a2 To continue to invest dynamically in the development and growth of our brands \u00e2\u20ac\u00a2 To attract and retain the highest calibre of staff through dynamic leadership, training and a delivery-focussed culture \u00e2\u20ac\u00a2 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","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":["post-14710","job_listing","type-job_listing","status-expired","hentry","job_listing_region-western-cape","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/14710","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=14710"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=14710"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=14710"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}