Customer service manager

, a leading South African online retailer, is looking for a highly talented Customer Service Manager to join our team in Cape Town. We are a young, dynamic, hyper growth company looking for smart, young, creative, hard working people to join us. We offer market related benefits, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

The position reports to the Customer Service Operations Manager Your responsibilities will include: Purpose of the Role Lead a high-performing, customer-obsessed team to deliver world-class support across channels, driving CSAT/NPS, First Contact Resolution (FCR), and resolution time while reducing recontact and backlog Coach and develop Team Leaders to raise quality, productivity, and engagement; coach the coaches. Own operational excellence, incident management, and continuous improvement to remove root causes across consumer, courier/driver, and merchant jo...