Job Opportunities at Cape Union Mart

Description

• We seek a passionate, energetic and hardworking Customer Services Liaison based in our Marketing Department. If customer service is your passion, then this is for you! Journey to new Peaks with Customer Services!

Key duties:

• Responding to and resolving all online queries via phone, email and live-chat
• Management of social media platforms
• Dealing with and resolving all other queries via toll-free, Facebook & Twitter in a professional and effective manner
• Directing toll-free calls accordingly
• Completion of administration

Requirements

• Extensive technical product knowledge across all departments and brands and in store processes
• Willingness to learn
• Excellent verbal and written communication skills critical
• Ability to work in a pressurised and fast paced environment
• Basic computer literacy on MS Outlook, Word and Excel (X3 knowledge is an advantage)
• Strong administration skills
• Passionate about Customer Service
• Team collaboration & passion
• Accuracy & a proactive approach
• Problem solving & self leadership
• Taking ownership & time management
• Innovation & thinking adaptability

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ROLE RESPONSIBILITIES INCLUDE (BUT NOT LIMITED TO):

TEAM LEADERSHIP

•  Expert in above processes and systems with the ability to identify areas of need and build a strong team to strengthen IT’s partnership with the business
•  Ensure systems and services are performing, while leading and cultivating talent to cover current and future requirements
•  Management of the IT roadmap regarding enhancements, upgrades, and process improvements
•  Understand process steps and data flows end to end across involved systems
•  Collaborate with vendors to design, implement, and steadily improve our customer solutions
•  Manage enhancements from requirements gathering to implementation and go live
•  Provide team support for issues appearing in the communication or processing of data
•  Monitor industry trends and innovations which will help to elevate our solutions and strategy
•  Experience managing relationships with internal stakeholders and external business partners
•  Demonstrates a collaborative mindset, nurture teamwork and influence cross-functional activity
•  Excellent verbal and written communication including strong presentation and group speaking skills
•  Excellent organisational and project management skills
•  Excellent analytical skills – ability to manage large datasets
•  Must have a desire to learn new business operations

INTEGRATION

•  Deep understanding of data and messages 
•  Validate and align process and system changes with IT Infrastructure stakeholders
•  Provide support for issues appearing in the communication or processing of data
•  Analyse and propose improvements in sales processes, methods, and tools
•  Define, document, and implement processes for integration to ensure compliance and standardization across stakeholders
•  Leads a team to identify, document, and communicate opportunities and their potential improvements related to processes, technology and people areas
•  Improve API integrations by studying current practices
•  Shares information cross-functionally to improve workflow processes
•  Responsible for on-time delivery and overall quality of deliverables

PARTNER MANAGEMENT

•  Establish and document Standard Operating Procedures with the external service providers
•  Define support strategy and manage SLAs with service providers
•  Prepare and conduct quarterly partner reviews

Requirements
EXPERIENCE

• Beneficial areas of knowledge and expertise for this role:
•  Bachelor’s degree in Computer Science or Business
•  5+ years of experience in Oracle or similar
•  5+ years of experience in a functional senior IT managerial role
•  Experience or understanding of end-to-end multi-channel processes
•  Comprehensive understanding of integration points into best-of-breed third-party solutions
•  Strong knowledge of the Oracle technical system architecture
•  Demonstrate high level analytical and problem-solving skills
•  Proven project management skills
•  Strong communication skills (verbal and written) with the ability to collaborate cross-functionally

CORE VALUES

•  Integrity (Doing What’s Right)
•  Inclusion (Encouraging Diversity)
•  Teamwork (Working Together)
•  Excellence (Being Your Best)
•  Accountability (Taking Personal Responsibility)