Customer Service Lead
2 months ago
About the Role
The Customer Service Lead will be responsible for leading the Customer Service team in delivering exceptional customer experiences. This role will oversee all business operations, processes, and project management to drive commercial growth and facilitate an ambitious growth agenda.
Key Responsibilities
- Lead the customer service team to deliver on all service challenges and drive project excellence and governance discipline within the business.
- Define, measure, and monitor key SLAs/KPIs for constant improvement and root cause analysis for issues and complaints.
- Drive continuous improvement across the business, leading projects where Customer Service and Key Accounts are involved.
- Act as the quality and business optimisation expert, analysing processes and identifying non-value add activities to establish new best-in-class process architecture.
- Support the service and sales teams with key metrics, workload planning, and process compliance.
- Own the Business Continuity Plan, ensuring robust and tested contingency plans are in place.
Requirements
- On-site (JHB based)
- Bachelor's degree or similar
- 3-5 years of Customer Service experience
- Proven experience in process mapping/architecture
- 3 years of prior continuous improvement experience desirable
- Excellent verbal, written, and numerical skills
- Highly computer literate (Excel, PowerPoint, MS Project)
About Coloplast
Coloplast is a leading medical device company that develops and markets products and services that make life easier for people with intimate healthcare needs. We are committed to being an inclusive organization, where people bring their differences to work each day, fulfill their potential, and have a strong sense of belonging because – and not despite – of their differences.
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