Customer Experience Professional

3 weeks ago


Johannesburg, Gauteng, South Africa RTT Full time
Customer Experience Manager

As the Customer Experience Manager for RTT's Logistics Control Center, you will play a pivotal role in ensuring a seamless and positive experience for our 5500 motorbike delivery drivers. Reporting to the Head of Customer Experience, you will collaborate closely with Team Leads and logistics controllers to address operational challenges, manage incidents effectively, and drive continuous improvement initiatives.

Main Responsibilities:
  • Enhance overall customer experience by maintaining a high level of service quality and efficiency
  • Act as a customer advocate within the organization, ensuring that customer needs and concerns are addressed promptly
  • Implement strategies to enhance overall customer satisfaction and loyalty
  • Contribute to weekly headcount planning sessions, identifying areas of concern supported by analysis
  • Resolve poor driver attendance with the Ops Managers team
  • Measure types of exceptions and implement corrective actions
  • Identify network needs to reduce exceptions
  • Assist the TL team in ensuring smooth daily operational flow of orders
  • Provide guidance and support to logistics controllers in optimizing routes, schedules, and resource allocation
  • Proactively identify areas for improvement in operational processes and customer service workflows
  • Collaborate with cross-functional teams to implement enhancements and drive efficiency
  • Conduct regular meetings to discuss challenges, share insights, and strategize on improvements
  • Develop and monitor key performance indicators (KPIs) related to customer experience and operational efficiency
  • Generate regular reports to track and communicate performance trends and improvements
  • Analyze customer feedback and operational data to recommend and implement improvements
  • Lead and coordinate the response to critical incidents affecting motorbike delivery operations
  • Follow the correct escalation process for escalated queries
  • Take ownership of post-incident analysis, including root cause analysis and solution/recommendations to the Head of Customer Experience

Requirements:

  • Comprehensive understanding of all tools and systems
  • Effective application of all tools and systems
  • Provide regular feedback on systems improvements and/or challenges to help drive system improvements
  • Troubleshoot driver and system-related technical issues and provide comprehensive insight and feedback
  • Effective workforce planning to ensure efficient capacity to meet operational demands
  • Staff time and attendance overtime signoff
  • QC KPI reviews spot checks
  • Leave planning
  • Foster strong partnerships with Team Leads, logistics controllers, and other relevant stakeholders
  • Identify training needs for logistics controllers and other staff to improve customer service skills
  • Facilitate training sessions on customer-centric practices and operational excellence

Qualifications:

  • Tertiary Qualification in Logistics/Business Management/Business Administration or equivalent
  • 5 years of experience in a logistics or customer experience role
  • Computer literate - Good typing skills, comfortable using Microsoft Word and Excel


  • Johannesburg, Gauteng, South Africa Neoc_People Full time

    Customer Service RoleAs a Customer Care Agent with Neoc_People, you will be responsible for addressing and resolving store-related queries in a timely and professional manner. This will involve communicating effectively with customers, providing excellent service, and ensuring a positive experience for all clients. You will also be expected to maintain...


  • Johannesburg, Gauteng, South Africa Isilumko Staffing Full time

    Customer Journey ManagerWe are seeking a seasoned professional to lead our customer journey initiatives. If you have a proven track record of driving customer experience strategies and have a strong background in marketing, we want to hear from you.Key Responsibilities:Develop and implement customer experience strategies that drive business growth and...


  • Johannesburg, Gauteng, South Africa Nedbank Full time

    Job OverviewNedbank Insurance is seeking a skilled professional to lead the development of innovative Client Value Propositions (CVPs) that enhance customer experience and drive business growth.Key ResponsibilitiesConduct market analysis to identify trends, gaps, and opportunities in the insurance sector.Collaborate with cross-functional teams to gather...


  • Johannesburg, Gauteng, South Africa FirstRand Bank Limited Full time

    Description To deliver exceptional customer experiences, we are seeking a highly skilled Customer Experience Specialist to join our team. Key Responsibilities: Connect with customers through empathetic and tailored support, ensuring their needs are met and exceeded. Converse with customers in a clear and concise manner, providing helpful solutions and...


  • Johannesburg, Gauteng, South Africa Unique Personnel Ltd Full time

    We are seeking an experienced Customer Care Manager to lead our Customer Care team at Unique Personnel Ltd.As a key member of our organization, the successful candidate will be responsible for managing and directing the team to achieve exceptional customer care standards in every interaction with potential or existing clients.The ideal candidate will have a...


  • Johannesburg, Gauteng, South Africa Unique Personnel Ltd Full time

    Job SummaryUnique Personnel Ltd seeks a dedicated professional to lead the Customer Care team in delivering exceptional service to clients. As Customer Experience Director, you will oversee the team's performance, ensuring high standards are met in every interaction. Key responsibilities include managing team performance, ensuring SLAs are adhered to, and...


  • Johannesburg, Gauteng, South Africa First Degree Recruitment Full time

    Customer Experience Consultant Job DescriptionAt First Degree Recruitment, we are seeking an experienced Customer Experience Consultant to join our team.Key Responsibilities:Leadership and Team Management: Provide leadership and guidance to customer-facing teams, ensuring they have the necessary skills and knowledge to deliver exceptional customer...


  • Johannesburg, Gauteng, South Africa Paton Personnel Full time

    Role SummaryWe are seeking a seasoned CX Expert and Consultant to join our team at Paton Personnel. As a key member of our organisation, you will be responsible for enhancing existing customer experience and processes, and enabling new strategic customer journeys and experiences.Key responsibilities will include:Developing and implementing customer...


  • Johannesburg, Gauteng, South Africa Ad Talent Full time

    About the Role:We are seeking a skilled Customer Journey Mapping Specialist to join our team at Ad Talent. As a key member of our organization, you will be responsible for designing and implementing strategies that enhance the customer experience across all touch-points.Key Responsibilities:Create detailed maps of the customer journey, identifying key...


  • Johannesburg, Gauteng, South Africa First Degree Recruitment Full time

    Job SummaryWe are seeking a highly skilled Customer Experience Director to join our team at First Degree Recruitment. The ideal candidate will have a proven track record of developing and implementing effective customer management strategies, driving service excellence, and leading high-performing teams.Key ResponsibilitiesDevelop and implement customer...


  • Johannesburg, Gauteng, South Africa Initiate International Full time

    Job Title: Customer Service AgentAs a dedicated Customer Service Agent at Initiate International, you will be part of a dynamic gaming environment where you're not just answering calls or responding to messages—you're creating memorable, VIP-worthy experiences. You'll be at the forefront of player satisfaction, delivering top-notch support for a leading...


  • Johannesburg, Gauteng, South Africa First Degree Recruitment Full time

    Job OverviewWe are seeking a highly skilled and experienced Strategic Customer Experience Director to join our team at First Degree Recruitment. This is an exciting opportunity for someone who thrives in a fast-paced environment and has a proven track record of delivering exceptional customer experiences.The successful candidate will have a strong background...

  • Operations Manager

    2 weeks ago


    Johannesburg, Gauteng, South Africa Recruitment Dynamix (Pty) Ltd Full time

    ENVIRONMENT:A leading Health & Wellness firm seeks a seasoned Operations Manager to lead their Call Center team. If you're passionate about delivering exceptional customer experiences, this role may be for you.DUTIES:Team Leadership: Supervise, motivate, and mentor a team of sales agents to achieve performance targets and exceed customer...


  • Johannesburg, Gauteng, South Africa Professional Career Services Full time

    Job SummaryWe are seeking a highly skilled and experienced Pump Sales Professional to join our team at Professional Career Services. As a key member of our sales team, you will be responsible for driving business growth and revenue through the sale of pumps and related products.Key ResponsibilitiesIdentify and pursue new business opportunities to drive sales...


  • Johannesburg, Gauteng, South Africa Parcelvision Full time

    Parcelvision is one of the UK's biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we're a technology-driven company that's going places, delivering innovative solutions to ensure exceptional customer care.We offer a dynamic and customer-centric working environment with opportunities...


  • Johannesburg, Gauteng, South Africa Initiate International Full time

    {"Job Overview" : "At Initiate International, we're seeking a talented Team Lead CX to spearhead our customer experience initiatives in Johannesburg. This strategic leadership role is perfect for a marketing professional with a passion for data-driven strategies and player engagement. "}


  • Johannesburg, Gauteng, South Africa Parcelvision Full time

    At ParcelHero, we're seeking a highly skilled Customer Journey Optimisation Lead to join our team. This is an exciting opportunity to drive customer experience excellence and play a key role in shaping the future of our company.We're looking for someone with a proven track record in customer experience management, who can develop and implement strategies...


  • Johannesburg, Gauteng, South Africa First Degree Recruitment Full time

    Customer Experience ManagerWe are seeking a skilled Customer Experience Manager to oversee the delivery of exceptional customer experiences. Key responsibilities include developing and implementing customer service policies, training customer-facing teams, and analyzing customer feedback to drive improvements.Key requirements include:3+ years of experience...


  • Johannesburg, Gauteng, South Africa Isilumko Staffing Full time

    Isilumko Staffing is seeking a highly skilled Strategic Customer Experience Manager to join our team in Sandton.With an estimated salary of R1,200,000 per annum, this permanent role offers an exciting opportunity for an experienced professional to take their career to the next level.The ideal candidate will have at least 7-10 years' working experience in a...


  • Johannesburg, Gauteng, South Africa Ad Talent Full time

    About the Role:We are seeking a skilled Customer Experience Strategist to join our team at Ad Talent. As a Customer Experience Strategist, you will be responsible for designing, implementing, and optimizing exceptional customer journeys.Key Responsibilities:Analyse customer life cycles and identify pain points to enhance interactions for our company...