Head of Customer Service

3 weeks ago

Cape Town, South Africa Initiate international Full time

An international super-fast growing tech company that are revolutionising hoteliers around the globe have an exciting new **job** opportunity for a **Head of Customer Service** to join their team in **Cape Town**. As part of the leadership team, you will become accountable for the net retention rate and customer satisfaction. You will work directly with your Head of Customer Support to ensure that they deliver the best class customer service in terms of efficiency & customer satisfaction. Does this sound like the perfect challenge for you? Keep reading

Your key **job** responsibilities as the **Head of Customer Service** in **Cape Town** will include:

- Managing the Head of Customer Support who manages their Team Leads
- Responsible for identifying and documenting any process gaps related to customer experience
- Ensure that the implemented standard operating procedures and quality assurance remain valid
- Responsible for the monitoring of customer feedback, surveys and experience ratings to continuously improve customer experience
- Responsible for consistent focus on service standards, problem resolution and root cause analysis
- Responsible for the management of all interactions across all customer engagement channels
- Responsible for the investigation, as well as the successful resolution of all escalated customer complaints, including the provision of feedback to customers
- Ensure adherence to statutory requirements
- Build and maintain effective working relationships with stakeholders, with the ability to influence key stakeholders and drive the transformation of Customer Service and, and first contact resolution strategies
- Build and lead an effective and cohesive team and implement effective succession planning, people management, development, resourcing, and retention strategies for the Customer Service team
- Create a high-performance culture and manage team performance effectively by cascading of annual performance goals and measure against agreed set objectives and ensure regular performance reviews of direct reports
- Planning to achieve required metrics on a weekly, monthly, quarterly and year basis as per our one page strategic plan
- Coaching and mentoring the team to achieve the set metrics and creating a high performance environment of execution

Requirements for this **Head of Customer Service job** in **Cape Town**:

- Solid track record in building & operating a winning Customer Service function in a challenging environment, servicing a complex B2B product for a R200M ARR company in several languages
- 5+ years’ experience managing a 20-50 headed customer service team
- Tech savvy and experienced with market leading tools like Zendesk & 3CX including routing optimisation, reporting, etc.
- Strategic & process oriented
- Customer centric
- Able to motivate and influence for results

**Benefits**:

- Competitive remuneration package
- Working in a vibrant international fast growing company
- Unlimited learning & growth potential
- Your ideas and performance making a big difference in our organisation and the global hotel industry
- Work hard, Play hard mentality. They love celebrating successes together
- Employee Equity Scheme
- Regular trips to Europe for trainings & celebrational ceremonies (International Week)
- Annual Hotel Experience
- Friday lunches are on them
- Annual salary increases
- Training & Development opportunities

If you wish to view additional Office Support jobs, please click through to our **job** section.

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