DUE : 21 SEP 2022
The Group wishes to invite applications from suitably qualified & experienced individuals to fill the Team Lead – Customer Experience role that has arisen in our organization.
Manage day-to-day operations of the Customer Experience (CX) Team as well being an active player in solving daily customer experience tasks
Provide leadership and direction to the CX Team by establishing strategy and goals for the team
As we expand, build up the team with the right competencies to drive success and performance with a customer centric mindset
Evaluate adequate allocation of resources to meet customer expectations on response time.
Setting KPI’s for CX Team, provide feedback, coaching and mentoring to enhance team effectiveness and quality
Participate in the future definition of customer journeys across the group
Translate customers’ feedback and inputs into actionable insights for relevant departments across the Group
Maintain, update, and monitor all training needs including but not limited to upgrading, new program training and soft skills training.
Provide ongoing group and individual coaching, and provide manager with a regular forecast of future needs for the CX team
Create tools, assessments, and evaluation checklists to assess the progress of new and existing team members
Monitor Customer Experience tracking software (across all touchpoints) and proactively address any concerns or issues of Quality Assurance
In conjunction with the Manager create and maintain a quality assurance program that measures acceptable standards and includes touchpoint monitoring and processing.
Prepares, forecasts and budgets for CX Team and submits to the Head: Customer Experience for inclusion in the overall departmental budget.
Translates the annual Business plan into a monthly operational plan for the CX Team.
Build and sustain productive relationships with internal stakeholders and collaborate to continually improve the customer support experience
Handle customer escalations, complex, and ongoing problem situations.
Manage communication with cross-organization functions.
Promote and enforce support procedures and processes.
Possesses a Bachelor of Arts, Business Management or equivalent.
Must have up to 4-6 years in proven experience in customer experience, relationship management, client communication, remote team management, research, project delivery & implementation
Must have exceptional interpersonal and leadership skills needed to co-ordinate the efforts of a comprehensive team.
Possesses excellent verbal and written communication and able to solve and present on complex Customer Service related situations.
Creating an inspiring team environment with an open communication culture across remote offices
If you are interested and you meet the stipulated requirements, please submit your letter of motivation and CV to this email firstname.lastname@example.org no later than Wednesday the 21st of September 2022. Clearly highlight the position applied for in the email subject.