Vaga para Chefe de Operações do Cliente

Vaga para Chefe   de Operações do Cliente
Vaga para Chefe de Operações do Cliente

5 Novembro, 2018

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Role purpose:

Vodacom Mozambique is looking for a dynamic, talented and results driven Customer Operations Lead for the E-Commerce operation. The appointed person will own the customer operations lifecycle and provide customer support across all channels. The role is ideal for individuals with a start-up mind-set, problem-solving skills and drive for continuous improvement.

 

Key accountabilities and decision ownership:

  • Own and manage all support channels (Website, Helpdesk, Social Media)
  • Handle customer queries (Returns, Refunds, Complaints)
  • Liaise with Acquisition Team to deal with product and vendor related issues
  • Liaise with Operations Team to deal with packing, shipping, delivery and collection related issues
  • Collect customer feedback across the customer journey and liaise with development team to implement improvements
  • Train all customer facing functions in how to engage with customers (Courtesy, Professionalism, Empathy)

 

Key performance indicators:

  • Number of customer complaints resolved
  • Time to resolution
  • Customer satisfaction (Survey, NPS)

Training Effectiveness

Core competencies, knowledge and experience:

  • Excellent verbal and written communication skills in English and Portuguese
  • Proficient with using technology (Office Suite, CRM Tools)
  • Effective learning and use of new technologies
  • Highly customer-focused
  • Exhibit the ability to self-motivate
  • Exhibit the ability to motivate others using story-telling and analogies

 

Personal Traits:

  • Passionate about potential of e-commerce and delivering a world class experience in Mozambique
  • Ambition to set the GOLD STANDARD for customer service excellence
  • Respectful and forthright
  • Hard working, with integrity and takes pride in their work
  • Always thinking like a business owner
  • Ability to work and keep up in a fast paced environment
  • Competitive, self-directed and strive to be GREAT at and outside work
  • Thrive in change and looks for solutions that are better, faster and smarter
  • Curious and challenge the status quo

 

Must have technical / professional qualifications:

  • Degree or certificate in technology, customer experience or similar
  • Minimum 2 years customer operations experience

Tertiary qualification and certifications (advantage)

Location: Edificio Vodacom

Rua dos Desportistas, Numero 649

Maputo

Job Type: Full-time

Employment Type : Permanent.

 

Os interessados deverão fazer a sua candidatura em:https://tas-vodafone.taleo.net

Closing Date: 09-Nov-18, 11:59:00 PM

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