SUMMARY:
Customer Service Manager

POSITION INFO:

Area- Canal Walk in Cape Town

Will manage a team of 3 and will be looking after all brands.
Excellent with Customer experience and service and can manage a team

Must have experience in: electronic sustoer service experience: mail,  databases, social media, any other customer service support lines

Manage the customer care team and function across all foods brands within the group to deliver on the following business objectives:

• Manage customer queries and complaints in a way that turns our disgruntled customers in to our biggest fans.
• Monitor trends across customer compliments, queries and complaints, to deliver timely feedback to the business that empowers our ops team to deliver exceptional customer experiences.
• Be a Customer Champion for the brand and manage and grow the customer care team into Customer Custodians

The Customer Service Manager must be personable and have the customers’ interest at heart in everything they do.

• Ensure team responds promptly to customer queries, comments and complaints
• Manage customer care queries & complaints of a more serious nature that need to be escalated (e.g. alleged food poisoning, foreign objects, etc.)
• Ensure adherence to Customer Service protocol and procedures
• Monitor no. of complaints resolved satisfactorily and response times, and implement measures with the customer care team to improve these
• Ensure positive resolution and customer satisfaction of all customer feedback
• In conjunction with various departments within Real Foods, develop and maintain the relevant tools to streamline your team’s ability to deliver excellent customer care, e.g. standard response templates, training, systems, etc.
• Adopt a digital mindset to capture and collate all customer related queries
• Immediately highlight critical issues to relevant stakeholders within the business.
• Ensure that all customer queries, comments and complaints, action plans store reports and solutions are recorded on Social Places
• 
  Provide monthly customer service reports with analysis to the business, highlighting key trends, issues and areas for improvement.
• Min 4 – 6 years customer service experience in hospitality food industry

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