Customer care -team leader - operations

JOB PURPOSE:

To manage and lead the multi-channel customer care team to deliver an exceptional customer experience and create advocates of ARC out of all customer contacts. To ensure ecommerce fulfilment operations and aftercare meet all required SLAs.

JOB OBJECTIVES: Customer Operations: To manage all incoming customer communications of enquires and complaints – and bring them to at minimum amicable resolution. Manage all incoming communication channels to the SLA – ie. Speed of response. Manage all existing communication channels (social media / email / voice) to deliver customer resolution turnaround within agreed SLA. Support the successful implementation and on-going management of any new customer care channels including for example, web chat and Whats App. Manage 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. Ensu...