Head of Csr

2 days ago

Cape Town, South Africa Lead Capital Group Full time

**ROLE PURPOSE**:
**As Head of Customer Operations your role will be the improvement and continuous satisfaction of the customer experience. As Head of Customer Services, you will be responsible for ensuring that the operational activities and processes are aligned to meet current and future customer needs as our business grows. You must have experience in heading a CSR department within the BPO sector.**
- **KEY ACCOUNTABILITIES. RESPONSIBILITIES OF ROLE**:

- **Overseeing all Customer Operations functions including supporting and building a support team.**:

- **Providing regular oversight of the Customer Support, Customer Compliance, and Technical Support teams and their functions to maximize productivity and outcomes.**:

- **Developing systems, metrics and processes to provide exceptional service levels for all customers.**:

- **Help in building support and liaising with different departments on the different channels.**:

- **Working cross-functionally to ensure a seamless customer experience between all customer facing teams**:

- **Standardising and approving all Customer Operations to ensure operational efficiency**:

- **Drive service excellence overall customer touch points with a focus on achieving continuous improvement**:

- **Training and supporting to a standard of excellence, including but not limited to routine ticket and chat quality assurance to identify areas of strength and improvement.**:

- **Monitoring, tracking and reporting on escalation paths for customer support issues and developing processes to ensure follow-up with customer escalations, issue resolution, and customer satisfaction, and internal product prioritization.**:

- **Establishing, measuring and monitoring all support functions to track team goals and drive operational efficiency.**:

- **Driving strategic initiatives such as Customer compliance audits, self-service functionality, and customer launch success**:

- **Understand of and managing CSR work flows and planning**:

- **Always thinking outside the box with customer-facing and support operations teams.**
*
4. KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED

KNOWLEDGE:

- Strong communication skills
- 5 years’ experience in CSR BPO Managerial position
- Excellent written and verbal communication skills
- Eager to meet and exceed expectations
- Strong understanding of CSR and Management of Staff
- Help desk platforms e.g. Fresh desk
SKILLS:

- Your skills and competencies:

- Communication. You speak and write clearly and articulately without being overly verbose or talkative. You know when and how much information to communicate. You maintain this standard in all forms of written communication.
- Data-driven. You have experience utilising data from across the business to drive insights and better decision making.
- Flexibility/ adaptability. You adjust quickly to changing priorities and conditions. You cope effectively with complexity and change.
- Follow-through on commitments. You live up to verbal and written agreements, regardless of personal cost. You focus on key priorities.
- High standards. You expect personal performance and team performance to be nothing short of the best.
- Innovation. You generate new and innovative approaches to problems.
- Teamwork. You reach out to peers and cooperate with supervisors to establish an overall collaborative working relationship.
*

**Job Types**: Full-time, Permanent

**Salary**: R30,000.00 per month

COVID-19 considerations:
Daily sanitizing and cleaning of offices
Mask Wearing at all times
Daily checks

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