Online Customer Care Manager

Job Description:

Imperial Logistics is currently seeking a dedicated and reliable Online Customer Care Manager to join our team in Durban, KwaZulu Natal. This part-time position is ideal for a candidate with 8 years of experience and a mid-to-senior level of seniority. As the Online Customer Care Manager, you will be responsible for managing our online customer care team and ensuring exceptional service delivery to our customers.

Responsibilities: - Managing a team of online customer care representatives - Overseeing and improving online customer care processes and systems - Developing and implementing strategies to enhance the online customer care experience - Handling escalated customer queries and complaints - Monitoring and analyzing customer feedback and data to identify areas for improvement - Collaborating with other departments to resolve customer issues and improve overall customer satisfaction - Training and coaching online customer care representatives to ensure they deliver consistent and high-quality service - Keeping up-to-date with industry trends and best practices in online customer care

Requirements: - 8 years of experience in online customer care or a related field - Strong leadership and communication skills - Excellent problem-solving and critical thinking abilities - Ability to work well in a team and collaborate with other departments - Bachelor's degree in a relevant field (preferred) - Experience with online customer care software and tools - Knowledge of e-commerce platforms and online customer behavior - Ability to work in a fast-paced environment and prioritize tasks effectively

Personality Traits: - Dedicated - Reliable

Soft Skills: - Critical thinking - Teamwork

Benefits: - Dental insurance - Gym membership - Paid overtime

Working Environment: At Imperial Logistics, we prioritize understanding and empathy in all interactions with our customers. We believe in providing a supportive and inclusive work environment where our team members can thrive and grow.

Deadline to Apply: 2024-05-11

Equal Opportunity Statement: Imperial Logistics is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, marital status, or any other protected status. We encourage all qualified candidates to apply for this position.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.