Customer Experience Manager

1 month ago


Germiston, Gauteng, South Africa West Coast Personnel Full time
Job Description

We are seeking an experienced Customer Experience Manager to lead our high-performance team of Customer Liaison Officers (CLOs). As a key member of our West Coast Personnel team, you will be responsible for delivering exceptional inbound and outbound CRM support to internal and external stakeholders.

About the Role:

  • Manage and develop a team of CLOs, ensuring performance standards are met and exceeded.
  • Monitor KPIs in real-time, providing coaching and guidance as necessary to drive business results.
  • Conduct performance reviews and set objectives aligned with business goals, driving continuous improvement initiatives within the team.
  • Evaluate and maintain accurate records of HR regulations, ensuring compliance and best practices.

Requirements:

  • A degree or diploma in Business Management or a related field is required.
  • At least 5 years of management experience in a call centre environment, preferably in a similar role.
  • Proficiency in MS Office Suite and CRM platforms, particularly Salesforce.
  • Familiarity with SAP ERP Systems and BI Platforms is a plus.
  • Excellent problem-solving, analytical, communication, and relationship-building skills are essential.

What We Offer:

  • A competitive salary range of R65 000 to R69 000 per annum.
  • An opportunity to work with a dynamic and growing company, shaping the future of customer experience.
  • A collaborative and supportive team environment that fosters growth and development.


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