Overview
Head of Customer Service Jobs in City of Cape Town, Western Cape, South Africa at eComplete
Title: Head of Customer Service
Company: eComplete
Location: City of Cape Town, Western Cape, South Africa
At eComplete, we create and manage the perfect environment in which e-commerce thrives. Our first-of-a-kind, fully managed, end-to-end e-commerce solution helps brands and retailers get to market at a fraction of the time and cost. We manage the entire e-commerce journey – from click to delivery – enabling our clients to stay focused and what they do best. Our mission is to ignite more e-commerce globally and to connect customers with their favourite brands. We are not just changing the e-commerce industry; we are launching it into the next universe of retail.
About the role
Are you a strategic leader with a passion for customer service excellence? We are a dynamic and fast-growing agency specializing in providing customer service solutions for leading blue-chip eCommerce brands. We are seeking a Head of Customer Service to manage and optimize our customer service operations across multiple clients.
Responsibilities:
Lead and inspire a high-performing team of customer service agents and managers.
Develop and implement the customer service strategy, aligning it with business objectives.
Oversee customer service operations, ensuring the highest level of service.
Build strong relationships with clients and act as the primary point of contact.
Utilize customer feedback and analytics to inform decision-making.
Champion the adoption of new customer service technologies.
Requirements:
Proven experience in a senior customer service management role, preferably in eCommerce.
Extensive experience managing large customer service teams.
Strong understanding of customer service best practices.
Exceptional communication and interpersonal skills.
Data-driven mindset with the ability to analyze metrics.
Expertise in customer service software and CRM systems.
Benefits:
Competitive salary and performance-based bonuses.
Professional development and training opportunities.
Dynamic and supportive work environment.
Flexible working hours and potential for remote work options.
