Main Duties & Responsibilities
• Manage, coach, administrate, and execute operations of the DID Customer Service/Online Team
• Support the DID and Select Management Teams in achieving KPI’s, targets, and project execution
• Ensure Customer Service Agents (CSA’s) are actively and professionally attending queries received by phone, email, web query, live chat, social media, and public review platforms (e.g Trustpilot)
• Track success of CSA training, work-shopping, and compliance course completion
• Ensuring Human Resource policies and requirements are managed, to include probation reviews, return to work, recording absences and approving annual leave
• Aid the Logistics and Success Teams achieve service excellence expectation through customer engagement and real time tracking of delivery and install team
• Complete weekly payroll and administrate annual leave calendar
• Manage the day to day schedule of the CS/Online team while offering support, advice, and guidance on any issues affecting the team or department
• Coach and guide the team responsible for fulfilment of orders made by DID online customers
• Chair daily/weekly team meetings to discuss KPI’s (e.g. Call Answer Rates, Trustscore targets), updates on products, promotions and initiatives, points of interest, or ongoing customer queries • Hold weekly performance reviews with individual team members to discuss performance
• Assist in the deploy and put in play development action plans required by the company
• Offer input and insight to the different departments within the organisation when required
• Maintain accurate and up to date records for all staff members via Same System (i.e. sick leave, annual leave)
• Ensure the team update customers on their order requests and/or connect them with the correct instore teams to offer assistance and guidance
• Ensure focussed support to the logistics and dispatch teams, that delivery information to existing orders is correct and that any concerns around deliverability and dispatch are raised and addressed with the appropriate team members and managers
• Foster a culture of support that will assist DID guests and customers with concerns around the DID experience, whether around web-order, installation, delivery, or goods return.
• Communicate effectively with internal and external stakeholders to improve the Select experience, supporting the customer journey and managing or supporting Group Executive Relations manager with escalated complaints.
To act accordingly as an Ambassador for DID, and by extension Select Tech Group
• To be an escalation point for DID complaints for review and discussion with the Executive Relations Manager with a view to providing outcomes and resolutions for customers
• Help the team assist the DID B2B and OGP clients or guide them to the correct account manager or attending agent.
• Weekly collaboration with line managers and department heads to improve and make suggestions for the efficient management of the customer service team
Essential Experience Criteria
The right candidate will have experience in and must be able to show:
• Excellent telephone manner good levels of diplomacy. You will be part of a team that are the first point of contact for all telephone customers and will be expected to lead by example • Experience managing a team of agents/team members
• An ability to identify outstanding customer service and opportunities to improve problem areas
• A keen eye for customer focus
• Excellent drafting skills
• Flexibility with a positive attitude to meeting business objectives and KPI’s
• Be organised, professional and able to work on own initiative
• Proven problem solving ability
• Excellent levels of tact and diplomacy when dealing with internal and external stakeholders
• Experience with Microsoft BC a bonus
• Organisational skills with the ability to prioritise workloads, multi-task, and apply consistent attention to detail is essential
