Customer Service Operations Lead

4 days ago


Randburg, Gauteng, South Africa Kontak Recruitment Full time

Job Overview

Kontak Recruitment is seeking a seasoned Customer Service Operations Lead to oversee our inbound call centre team. This role requires a strong focus on customer service excellence, operational efficiency, and leveraging technology to enhance customer interactions.

Key Responsibilities:

  1. Lead and manage the inbound call centre team, ensuring high-quality customer interactions.
  2. Implement, optimize, and manage CRM systems to improve workflow and customer experience.
  3. Develop and enforce customer service strategies, ensuring high satisfaction and retention.
  4. Monitor call centre performance metrics, including response times, resolution rates, and service quality.
  5. Train, mentor, and motivate call centre agents to deliver outstanding service.
  6. Collaborate with internal teams to align CRM processes with business goals.
  7. Handle escalated customer queries and ensure prompt issue resolution.

Requirements:

  1. Proven experience as a Call Centre Manager or similar role.
  2. Strong expertise in CRM implementation and management.
  3. Extensive experience handling inbound calls and improving customer service operations.
  4. Excellent leadership, coaching, and team management skills.
  5. Ability to analyze performance data and implement improvement strategies.
  6. Strong problem-solving and decision-making abilities.
  7. Knowledge of call centre technology, automation tools, and best practices.


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