Head of Customer Service

2 weeks ago


Sandton, South Africa Just Gym Full time

Overview

**Reference**
HCSE - PF001

**Salary**
ZAR0 - ZAR0/month

**Job Location**:

- South Africa - Johannesburg Metro - Sandton

**Job Type**
Permanent

**Posted**
Monday, January 22, 2024

**Closing date**
29 Feb 2024 23:59

Planet Fitness is looking for a Head of Customer Service/Experience, who will play a pivotal role in shaping and enhancing our customers' journey. You will need to lead a dynamic team dedicated to delivering exceptional service, ensuring customer satisfaction,and fostering a positive brand image. This role requires a strategic thinker with a customer-centric mindset and excellent leadership skills. They will also need to have a client centric mindset and exceptional skills in implementing change along with creative ideas to ensure that our members are happy.

**Key Responsibilities**:
1. **Strategic Leadership**:

- Develop and implement a comprehensive customer service strategy aligned with the company's objectives.
Provide visionary leadership to the customer service team, fostering a culture of excellence and continuous improvement.
- 2. **Team Management**:

- Recruit, train, and mentor a high-performing customer service team.
Set performance standards, monitor team metrics, and provide regular feedback to drive individual and collective success.
- 3. **Process Optimization**:

- Streamline and optimize customer service processes to ensure efficiency and a seamless customer experience.
Implement innovative solutions to enhance service delivery and resolve customer issues promptly.
- 4. **Customer Advocacy**:

- Champion the voice of the customer within the organization.
Establish mechanisms to gather customer feedback and insights, leveraging this information to improve products and services.
- 5. **Cross-Functional Collaboration**:

- Collaborate with other departments to ensure a unified and consistent customer experience across all touchpoints.
Work closely with marketing and sales teams to align customer service initiatives with overall business goals.
- 6. **Quality Assurance**:

- Implement quality assurance programs to uphold service standards and meet customer expectations.
Conduct regular audits to identify areas for improvement and implement corrective actions.**Qualifications**:

- Bachelor’s degree in business, Marketing, or related field; master’s degree is a plus.
Proven experience in a leadership role within customer service or experience management.
Strong analytical and problem-solving skills with the ability to make data-driven decisions.
Exceptional communication and interpersonal skills.
Demonstrated ability to drive a customer-centric culture within an organization.Contact information

Charlese Charles


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