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Customer Experience Leader

2 weeks ago

Johannesburg, Gauteng, South Africa Smart4Energy Full time

As a Customer Experience Leader at Smart4Energy, you will play a vital role in driving improvements in customer experience through effective support operations and relationship management.

You will lead and manage a customer support team, ensuring high performance and efficiency. Your responsibilities will include developing and implementing customer support strategies, providing training and mentorship to support team members, and establishing KPIs to measure and improve team effectiveness.

The ideal candidate is a strong leader, problem solver, and excellent communicator with a passion for delivering outstanding customer service. They will have experience in customer support management, account management, or a related field, and proficiency in CRM and support systems such as Zoho CRM and Desk.

Responsibilities:

  • Lead and Manage Team: Lead and manage the customer support team, ensuring high performance and efficiency.
  • Develop and Implement Strategies: Develop and implement customer support strategies to enhance service quality.
  • Provide Training and Mentorship: Provide training and mentorship to support team members.
  • Establish KPIs: Establish KPIs to measure and improve team effectiveness.

Requirements:

  • Bachelor's degree or diploma in Business, Marketing, Communications, or a related field (preferred).
  • Minimum of 3-5 years of experience in customer support management, account management, or a related field.
  • Experience in the renewable energy sector is advantageous.
  • Proficiency in CRM and support systems such as Zoho CRM and Desk.
  • Strong leadership and team management skills.
  • Excellent verbal and written communication skills.
  • Experience managing social media accounts and engaging with online communities.
  • Strong analytical and problem-solving skills with the ability to drive process improvements.
  • Ability to work collaboratively with cross-functional teams.