Customer Experience Lead

5 days ago

East Rand, South Africa Job Masters Full time
Job Description

We are seeking a highly skilled Customer Experience Lead to join our team at Job Masters.

About the Role

This is an exceptional opportunity for an experienced professional to lead our customer service development activities in Southern Africa.

The successful candidate will implement delivery networks and operational targets aligned with our corporate business strategy, while leading and coaching customer service managers and representatives to achieve business objectives.

In this role, you will support sales teams to drive sales targets and participate in lead generation, ensuring effective business processes that increase customer service efficiency.

You will maintain a working environment that encourages teamwork and purposeful action, fostering a culture of excellence and customer satisfaction.

Key Responsibilities
  • Implement delivery networks and operational targets aligned with corporate business strategy
  • Lead and coach customer service managers and representatives to achieve business objectives
  • Support sales teams to drive sales targets and participate in lead generation
  • Implement effective business processes to increase customer service efficiency
  • Maintain a working environment that encourages teamwork and purposeful action
Requirements

To be considered for this role, you must have:

  • A minimum of 8-10 years of customer service management experience in a multinational company
  • 5-7 years of generalist management experience with proven leadership skills
  • Extensive knowledge of ERP systems, customer service principles, and practices
  • Ability to develop processes to improve operational efficiencies
  • Systematic and logical approach to problem-solving and decision-making
  • Strong customer orientation, negotiation skills, performance management, and strategic planning
  • Confidentiality, tact, and discretion in dealing with people
  • Excellent planning, organizational, and administrative skills
  • Excellent communication and presentation skills in English
  • Leadership skills, ability to motivate, and team building
  • Sound interpersonal skills to interact with staff at all levels
Qualifications and Traits
  • Formal tertiary qualification in Business Management
  • Results-oriented, emotionally intelligent, self-starter, and hands-on attitude
  • Ability to represent the organization positively, attention to detail, and accountability
  • Integrity, high levels of concentration, and ability to adapt to changing requirements
  • Ability to multi-task, manage stress, and pressure, and work under little or no supervision
Mental and Physical Demands
  • High levels of concentration, self-motivation, and decision-making skills
  • Ability to work under pressure, adapt to changing requirements, and travel occasionally
  • Occasional domestic and cross-border travel, international travel for meetings and training
  • Extended hours, including weekends, and occasional exposure to risk while travelling
Salary Information

The salary for this position is approximately $120,000 per annum, commensurate with experience.

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