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Senior Customer Experience Manager

1 week ago

Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time
About This Opportunity

Isilumko Staffing (JHB) is seeking a highly motivated and experienced professional to fill the role of Senior Customer Experience Manager. As a key member of our team, you will be responsible for leading and managing our customer support department, ensuring exceptional customer service, and driving continuous improvement in service delivery.

Key Responsibilities:
  • Develop and Refine Processes: Develop and refine customer support processes and procedures to enhance efficiency and improve the overall customer experience.
  • Lead a Team: Lead, mentor, and support a team of customer support agents to ensure the highest standards of service delivery.
  • Handle Escalated Inquiries: Handle escalated inquiries and complex issues, ensuring prompt resolution to maintain customer trust and satisfaction.
  • Analyze Customer Satisfaction: Track and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores to identify areas for improvement.
  • Present Reports: Generate and present reports on customer support performance, including Net Promoter Score (NPS) and other relevant metrics.
  • Train and Develop Team: Oversee the training and development of the customer support team, ensuring they are equipped with the necessary skills and knowledge.
  • Collaborate with Other Departments: Act as a liaison between the customer support team and other departments such as Marketing, IT, and Billing to drive improvements and resolve issues.
  • Contribute to Strategy: Contribute to the development and execution of long-term customer support strategies that align with business objectives.