Job Description

An exciting and challenging opportunity has become available at DUNNS Support office, for a Community Manager.
Our Marketing team is looking for a confident, positive and resilient Community Manager who is customer obsessed & passionate about fashion and loves working in a team. The successful candidate will ensure that the needs of the DUNNS community is being satisfied. The aim is to build strong relationships with our community, providing excellent customer service and to promote the DUNNS Brand. Our ideal candidate must be self-motivated, positive, and passionate about performance and a resilient individual who can think laterally and who has strong analytical and proven numerical abilities.
Qualifications

• Relevant Marketing Diploma/Degree

Knowledge, Skills and Experience

• A minimum of 3 to 5 year's relevant working experience gained in a Marketing environment with working knowledge of managing customer interactions.
• Excellent language skills (verbal and written) in English, and ability to converse in a second official language like Zulu, Xhosa would be an advantage.
• Proficiency in community listening tools like Brand Watch, Go Review, Social Places, Shopify.
• Proficiency in Social Media platforms meta, Youtube, TikTok.
• Proficiency in the latest Microsoft packages (Word, Excel, and PowerPoint & Outlook) is an as well as proficiency in the latest G Suite packages (Docs, Slides, Sheets) is an important requirement.
• Excellent interpersonal and communication skills.
• Excellent customer service orientation.
• Excellent time management, organizational and administrative skills and presentation skills.
• Driver's license is required as travel may be required.

Key Responsibilities

• Responsible for working with the call centre on all incoming customer requests and calls and ensuring operational efficiency within the call centre.
• Providing help and advice to customers relating to DUNNS products and processes, learning about DUNNS products or services and keeping up to date with changes.
• Communicating courteously with customers by telephone, email and all social media channels to ensure a true omnichannel experience of the DUNNS brand.
• Analyse and troubleshoot complex problems, then propose best solutions or recommendations as quickly as possible.
• Create returns and follow up with relevant departments, i.e. collections, refunds, etc
• Checking for stock availability and working with Warehouse to resolve any issues.
• Issuing of refunds or vouchers to customers.
• Keeping accurate records of discussions or correspondence with customers.
• Consistent analysis of statistics or other data to determine the level of customer service DUNNS is providing.
• Manage templates and standard responses that the Call Centre can use for responding to customers on general issues, i.e. how to process a return.
• Maintaining feedback or complaints procedures for customers to use.
• Maintaining and improving customer service procedures, policies and standards for DUNNS.
• Meeting with relevant line managers to discuss possible improvements to customer service.
• Able to adapt to and accommodate customers' needs.
• Carry out consistently high customer service.
• The ability to communicate effectively at all times and the right attitude to stay calm and focused under pressure.
• Be a good listener, and possess a good, problem solving nature in order to be able to resolve any customer query
• Manage outbound campaigns aimed driving customer acquisition and sales.
• After-sales services to follow up customer satisfaction, ensure quality of products purchased, build relationships and modify and improve services provided.
• Create engagement content for brand communities for all platforms. Meta, Tiktok etc.
• Ensure all New Store Opening content & store content is sent to mall marketing on a monthly basis.
• Play an integral role in identifying influencers, building relationships with and managing their participation in establishing the DUNNS brand in deeper communities.

Skills Required