SUMMARY:
The Help Centre team is focused on supporting our customers, stores, courier partners and internal stakeholders through fielding real-ÂÂtime calls and emails and providing solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our customers, improve performance, and scale through better automation, process and product experience.
POSITION INFO:
Responsible for forging and maintaining a strong relationship with all aspects of the eCommerce operation to:
Ensure processes and procedures are effectively communicated and fully understood
Act as the point of contact for the operations and customers to resolve day-to-day operational issues and queries
Responsible for monitoring and leading operations flow from order creation to delivery and maximizing the percentage of online orders to be delivered to customers on-time and in-full by:
Identifying online orders that are behind pre-agreed SLAs
Proactively working with store and delivery operations to rectify these orders
Identify where proactive communications are required to the customer
Responsible for providing positive, fast, and complete support resolutions to users, including customers, stores & other stakeholders via phone & email
Responsible for identifying common trends within support interactions and escalate appropriately
Excellent attention to detail and ability to proactively resolve customer queries
Responsible for continually contributing to a culture of excellence and ambition
Responsible for maintaining an attitude of accountability, integrity, and excellence
Communicating effectively and exercising sound judgment when interacting with customers
Qualifications:
Tertiary qualification
Experience: 3+ Years Order fulfillment experience in eCommerce retail operations
1-3 Years Supply Chain and logistics experience in eCommerce retail operations
1-3 Years Experience working with a contact centre, preferably within an eCommerce role
Knowledge and Skills
Order fulfillment in eCommerce retail operations
Supply Chain and logistics in eCommerce retail operations
Contact centre, preferably within an eCommerce role
Highly proactive and self-starter
A desire to always put the customer first
A desire to continually learn, improve and go the extra mile
Empathy and the ability to take initiative for the customer
Strong problem-solving skills with the ability to creatively resolve difficult situations
Ability to work in a fast-paced environment, subject to rapid change and uncertainty
An attitude of accountability and excellence
Additional Information for Agencies
Highly proactive and self-starter
A desire to always put the customer first
A desire to continually learn, improve and go the extra mile
Empathy and the ability to take initiative for the customer
Strong problem - solving skills with the ability to creatively resolve difficult situations
Ability to work in a fast-paced environment, subject to rapid change and uncertainty
An attitude of accountability and excellence
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