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Customer Experience Manager

1 month ago

Johannesburg, South Africa Kontak Recruitment Full time
Customer Experience Manager (JB4978)
Location: Randburg
Salary: R35,000 – R50,000 per month
We are seeking an experienced and proactive Customer Experience Manager to lead the development and implementation of strategies that enhance customer interactions and satisfaction. In this dynamic role, you will be responsible for designing and optimizing systems and processes that ensure seamless customer journeys. Working closely with cross-functional teams, you will implement new technologies, improve existing systems, and drive customer satisfaction through innovative solutions.
Key Responsibilities:
• System Implementation and Optimization:
Lead the implementation of CRM and IVR systems to streamline customer interactions. Enhance the IVR system to ensure efficient call routing and improve key performance metrics.
• Data Analysis and Reporting:
Develop processes to track, analyze, and report on metrics such as call volumes, resolution times, and customer satisfaction. Use insights to refine processes and enhance service delivery.
• Collaboration and Process Improvement:
Work with IT, sales, and customer support teams to identify opportunities for system and process improvements. Coordinate training programs to align teams with client-centric goals.
• Technology Upgrades and Transition Management:
Introduce and manage new technologies or upgrades, ensuring smooth implementation with minimal disruptions.
• Customer Satisfaction Strategies:
Design and execute initiatives to improve customer satisfaction. Monitor feedback and use data-driven approaches to proactively address concerns and refine processes.
• Staff Support and Mentorship:
Train and mentor call center staff, fostering a culture of professional growth and client-focused service.
Requirements:
• Proven experience in implementing call center systems and CRM solutions with a focus on improving customer experiences.
• Strong analytical skills with the ability to interpret data and develop actionable strategies.
• Familiarity with IVR systems and performance optimization using metrics.
• Exceptional leadership, communication, and organizational abilities.
• A problem-solving mindset with a passion for delivering outstanding customer service.
• Previous experience in the education sector is advantageous.
• Proficiency in data visualization tools and reporting software is a plus.