Contact Center Leader

7 months ago

Johannesburg, South Africa Aramex Full time

**Job Purpose**

To manage the daily operations of the digital customer experience team through training and monitoring the team to achieve the highest level of quality and productivity

**Key Responsibilities**
- Manage all agents and digital customer experience platforms in all branches. (Platforms: MessageBird or similar, Facebook, X (formerly Twitter), Instagram, Tik Tok and others.
- Has intimate knowledge of customer needs and ability to provide solutions.
- Work with Customer Experience Executive, to develop and implement service initiatives to improve the customer experience.
- Adhere to customer service policies and procedures to maximize the customer satisfaction in every customer transaction.
- Analyse sources of service failures, identify probable route causes and recommend solutions.
- Continuously encourage the team to solve customer enquiries and complaints, first contact resolution.
- Manage major customer complaints escalations and ensure timely resolution.
- Develop and coach the team on how to deal with customer requests, enquiries, and complaints.
- Monitor daily performance of agents in terms of number of tickets, transactions, chats and or responses on social media.
- Manage daily agents performance through first response measures and resolution measures
- Handle overflow queries and or tickets.
- Adequate resource allocation and work force planning on a daily/weekly/monthly basis.
- Planning team shifts and leave days, with other team leaders.
- Resource management, people and equipment.
- Updating of monthly performance management sessions of agents.
- Resolve standard customers’ requests and route issues that require follow-up to customer service, commercial and operational teams.
- Collaboration with other departments in the business to resolve customer queries, issues or complaints.
- Communicates and delegates customer inquiries/messages/feedback to relevant team members.
- Provide superior customer experience to all customers, through the digital team.
- Handle escalated queries from branches, agents and clients (Backline)
- Typical Queries - Track & Trace, bad address shipments, copy proof of deliveries and verbal delivery details etc.
- Implementation of processes and procedures where required to enhance the agent workflow and customer experience, and enforcement of these processes and procedures.
- Ensuring teams follow query escalation and investigation procedures by creating Global Case tickets or similar.
- Ensuring all customer inquiries is answer, resolved, closed or directed to the right branch, team or department.
- Continuous training and coaching on appropriate customer engagements and world class service experience.
- Developing training materials and role play scenarios to enhance agent output and customer experience.
- Industry benchmarking of all digital customer experience platforms and working towards enhancing tools and processes to deliver exceptional customer experience.

**Related Procedures**

Adhere to all related policies and documented procedures.

**Minimum Requirements**
- Minimum requirement is a Matric (Grade 12) qualification.
- Degree or similar qualification and/or experience
- Excellent communication skills.
- Customer Centric Personality.
- Well versed on social media and digital customer service tools.
- Previous proven experience in a live chat or digital communication team.
- Minimum 5 - 7 years’ experience in customer services/ customer experience environment.
- Minimum 5 - 7 years’ team and individual management experience

**Skills**
- Exceptional Communication - Written & Verbal
- Customer Focus
- Problem solving
- Query handling skills
- Multi-Tasking and organizational skills
- Leadership
- Planning and organising

**Company Overview**:
Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.

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