Head Of Customer Care

Join the "A" Team on a mission to create exceptional customer experiences through high-quality products, store aesthetics, and excellent customer service. The focus is on providing a LUXURY shopping experience that engages all the senses and leaves a lasting impression on every customer.
Responsibilities Include:

Ensure all online orders are fulfilled within 24 hours of receipt.
Ensure all online orders are delivered to customers within 5 working days of order.
Ensure any exchanges or refunds are done within 7 days of request and that exchanges are delivered to a customer within 12 days of request.
Respond to all customer queries on the same day they arrive (including weekends).
Close off all customer queries within 48 hours of receipt (Except Weekends).
Save the Sale exchange, sub or voucher.
Ensure that all queries that are closed and moved onto Shopify for SUB REFUND or EXCHANGE are completed on time.
Amend Shopify orders REFUND or EXCHANGE.
Ensure refunds or exchanges are done on the same day stock arrives back in DC, i.e., within 7 days of request.
Ensure all store-related quality issues are resolved on time directly with the customer (Collect, Track, Inspect, communicate, resolve, ensure delivery within 5 working days).
Keep aside stock in stores under special orders for return exchanges.
Take all customer query calls that come into the office line.
Provide feedback to the directors on what we can do to avoid customer issues.

Skills Required:

Knowledge of the product and brand.
Eloquent communication skills in line with a luxury brand.
Proven track record in achieving results.
Love people and developing them.
Track record and background in sales.
Advantage - tertiary qualification in commerce field.
Analytical mindset with a focus on continuous improvement.
Ability to thrive in a fast-paced, dynamic environment.


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