Job Description

PURPOSE OF THE JOB

This role is responsible for overseeing and managing customer complaints and queries across multiple channels (received in the call centre or central office via phone, chat, social media & legal), ensuring that issues are routed and managed correctly, and enabling effective tracking, recording, and measurement of performance across various business areas.

KEY RESPONSIBILITIES

Complaint & Query Management Operational Support & Collaboration Performance Tracking & Reporting Process Improvement & Insights Store and call centre visits Assist in supporting the management functions of contact center operations

ROLE REQUIREMENTS

Grade 12 Tertiary Qualification (in Business Management or Retail Management) will be an advantage Retail Store Experience - Understanding of store operations, challenges, and customer interactions. Operational Support Experience - Proven experience in managing queries, escalations, and process improvement. Customer Service Expertise - Ability to handle customer complaints professionally across different channels. Fast-Paced & High-Pressure Adaptability - Strong problem-solving skills and ability to manage multiple tasks simultaneously. Data Analysis & Reporting - Ability to generate reports, track trends, and provide meaningful insights. Stakeholder Collaboration - Strong communication skills to engage with stores, area managers, and central office teams. Proficiency in African Languages - Ability to communicate effectively with customers and staff in multiple African languages to ensure smooth issue resolution and customer satisfaction * Competencies: Dutifulness, Performing under pressure, Planning, Adaptability, Creating Support, Listening skills, Service orientated, willingness to travel