At RCL FOODS we see and do things differently. We think bigger, work smarter, and collectively work as a team to achieve our ambition; MORE food to MORE people, MORE often! Our Talent Team is on the lookout for a customer-focused and analytical Customer Service Team Leader to join our pioneering Customer Service Team, within our Logistics Division based in Windhoek, Namibia.
The purpose of this role is to supervise the entire CSD, PSD or Inland Customer Service Centre operation, implementing appropriate Customer Service Centre standards, measurements, resourcing and training; and maximizing Customer Service Centre efficiencies and controls.
Improve performance and efficiencies through daily monitoring of Customer Service Centre efficiency and activity reports.
Set up and monitor KPI’s for all Customer Service Centre staff.
Ensure procedures and processes are managed and a procedure file is in place and continually updated.
Ensure that morale and direction are established through regular meetings and by instilling appropriate behavioural standards.
Set up and ensure that the Customer Service Centre meets performance targets for speed, efficiency, service, sales and quality.
Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues within area of responsibility.
Maintain up to date knowledge of industry development needs and maintain the involvement of networks.
Monitor random calls to improve quality, minimise errors and track operative performance.
Analyse performance statistics and make decisions on the basis of these statistics.
Organise staffing, including shift patterns and the number of staff required to meet demand.
Improve performance by raising efficiency and sourcing new equipment to enable this.
Actively work within the cross-functional Control Tower structure to maximise service delivery and minimize inefficiencies and cost through the teams servicing the PSD, CSD or Inland network.
Productivity Standard Establishment and Maintenance:
Ensure Vector protocols, targets and standards within the Customer Service Centre environment are met as per customer service level agreements (SLA’s).
Monitor and reduce returns by identifying and managing store-specific returns in conjunction with the customer management teams.
Ensure that product recalls, new complaints and logged complaints are actioned within required targeted timeframes and in accordance with accepted standards.
Solve ordering and recall problems through constant liaison with contractual head offices and national hubs and depots.
Ensure 24/7 support to clients nationally including after hours “on-call” and public holiday access and support.
Resolve all escalated customer queries, complaints and assist customers with special requests.
Resolve product quality complaints and queries by logging all quality issues with suppliers and following up with Supply Planning team on supplier infractions and all other stock issues.
Represent the liaison between the store, supplier, Vector and contractual head office.
Ensure that all targets are properly met within the associated project plan for new business.
Maintain current and comprehensive product knowledge to be able to actively inform customers and CSA’s of new products and products on promotion.
Maintain excellent communication and customer service skills in assisting customers with queries effectively and efficiently.
Customer Service Centre Cost Management:
Manage the monthly Customer Service Centre expense budget and report on variances (budget).
Manage/reduce Customer Service Centre errors by constantly managing the weekly and monthly CSC error reports.
Monitor all CSC efficiency reports on a daily basis and make resourcing decisions to facilitate Customer Service Centre management.
With support from HR and the National CSC Manager, employ staff in vacant and approved posts.
Supervise the activities of the team to ensure productivity targets are met.
Coach and support team members where necessary to achieve individual, Customer Service Centre, Control Tower and strategic objectives.
Manage leave and general time management issues in line with company policy.
Authorise all time sheets and attendance registers daily.
Authorise leave application forms and submit them to the relevant clerk when necessary.
Implement training and development plans for the team as agreed with the National CSC Manager.
Manage the employee relations climate and ensure corrective action is taken where required in line with relevant legislation and company policy.
Chair or initiate disciplinary hearings as needed according to Vector standards.
Conduct regular performance appraisals with subordinates and ensure that the process is cascaded throughout the team.
Ensure team members are competent in all relevant SOP’s and carry out planned job observations.
Minimum of a Diploma in Business Management/Customer Relationship Management, Communications, or equivalent qualification.
5 years’ experience within a Customer Service Centre operational environment of which a minimum of 2 -3 years must be supervisory experience.
Valid Code EB drivers' license.
Proven experience in a similar environment (i.e. FMCG, JIT, Supply Chain, Logistics).
Computer literacy (SAP, MS Office and especially proficiency in Excel, Power BI).
Must have Namibian Permanent Residency / Namibian Citizenship / Work Permit.
Customer Service Centre operations.
Customer Service Centre operating standards, systems, processes, constraints and customer service requirements.
SAP / telephony systems.
QSR Customer landscape.
Must have a minimum of 3/4 years' experience within a Management position within high-end fashion or hospitality industry.Must have good attention to detail.