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Customer Experience Manager

1 week ago

Randburg, Gauteng, South Africa Tracker South Africa Full time
Job Description

The Tracker South Africa is seeking a highly skilled Customer Experience Manager to join our team. As a key member of the Customer Experience Department, you will be responsible for ensuring that telephonic requests are handled efficiently and that company requirements are met.

Responsibilities:
  • Manage and supervise a team of customer support agents to ensure they meet their targets and deadlines.
  • Monitor and maintain records of attendance, manage leave and timekeeping, and address misconduct accordingly.
  • Collate and analyze statistics on a daily, weekly, and monthly basis to identify trends and concerns within the department.
  • Implement staff motivation through creative and innovative ideas to improve morale and productivity.
  • Interact and build relationships with all internal departments and management to ensure seamless communication and collaboration.
Requirements:
  • Maturity
  • 2-4 years Supervisory experience in customer service (Inbound)
  • Excellent understanding of telephony monitoring systems and interpretation of reports
  • Advanced knowledge of CRM systems and technical skills such as MS Office proficiency
  • A passion for customer service and a professional attitude at all times