Assistant Operations Manager

Assistant Operations Manager - Customer Service

ZigZag Offshoring is now Hiring a Assistant Operations Manager - Customer Service to join our team!

About our Client
Our client is a leading Australian online retail marketplace that focuses on providing “everything for your home” (furniture, homewares, garden, appliances and more). Founded in 2011, our client has brought Australian shoppers the biggest brands, the best deals, discounts and sales on an extensive range of home and lifestyle products. Since September 2022, our client has been a part of Australia and New Zealand’s largest retailer. Their partnership with a well-known retailer group continues our client's shared commitment to provide great value, quality products and convenience for their customers.

Customer Service is a component of Customer Experience. Its function is day-to-day tactical operations. The function is quantifiable and easily measured by metrics such as CSAT, Tickets Solved, OTT (One Touch Tickets), First Response Time, Escalations, Ticket Volumes etc.

Responsibilities
Overseeing the day-to-day operations of the customer service function including:

• Escalations team
• Payment Disputes team
• In-stock dedicated team
• Reviews team

Operational workforce capacity planning & execution

• Ensuring there are sufficient resources to follow the processes and systems, tools to meet the customer service demands of our client's customers.
• Rostering to cover customer service requirements, including service demand peaks.

Training and Development

• Assist in developing and delivering training programs for operational staff.
• Continuously review customer service processes, identifying opportunities for improvement and efficiency gains.
• Ensure that team members are equipped with the necessary skills and knowledge to perform their duties effectively.
• Support the onboarding process for new hires, providing them with the necessary operational training and guidance.

Team and Performance Management

• Support the hiring, training, and development of customer service representatives.
• Set up performance goals and expectations for the customer service team.
• Provide guidance and coaching to team members, addressing performance issues and fostering a positive work environment.
• Monitor customer service performance metrics and implement strategies to improve customer satisfaction.

Succession planning

• Redundancy/resilience building is essential for this role to ensure there are no substantial disruptions to customer service in the event of personal or annual leave, or unforeseen circumstances.

Requirements

• Having prior experience in customer service operations management or a related position is strongly preferred.
• Demonstrates a strong commitment to supporting stakeholders and actively contributes to achieving optimal outcomes.
• Strong leadership abilities, including the capability to motivate and guide a team, resolve conflicts, and foster a positive work environment.
• Knowledge of customer service best practices and a track record of implementing process improvements
• An understanding of technical requirements surrounding e-commerce marketplaces is highly advantageous.
• Familiarity with customer service software, CRM systems, and other relevant tools to effectively manage customer interactions, track performance metrics, and generate reports.
• Exceptional communication and interpersonal skills to collaborate with diverse teams.
• Ability to thrive in a dynamic and fast-paced environment, adapt to changing priorities, handle multiple tasks simultaneously, and remain composed under pressure.
• Detail-oriented mindset with a focus on accuracy and quality.
• Availability and willingness to work full-time on-site is required.

Our client is an equal opportunity employer and screens applications without attention to race, beliefs, orientation, gender identity and disability .

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