Customer Operations Lead

Vodacom

Maputo

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... More Detail

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