Customer Experience Manager
1 month ago
Job Summary
As a key member of our team at Job Masters, we are seeking a highly skilled and experienced Customer Service Manager to lead our customer service operations in Southern Africa.
Key Responsibilities
- Develop and implement strategic plans to drive customer satisfaction and loyalty.
- Lead a team of customer service managers and representatives to ensure exceptional service delivery.
- Collaborate with cross-functional teams to identify and address customer needs.
- Implement process improvements to increase efficiency and reduce costs.
- Monitor and analyze customer feedback to inform business decisions.
Requirements
- Minimum 8-10 years of experience in customer service management, preferably in a multinational company.
- Proven leadership experience with the ability to motivate and develop high-performing teams.
- Extensive knowledge of ERP systems, including DOH, COH, and Syspro.
- Strong analytical and problem-solving skills with the ability to present findings to leadership teams.
- Excellent communication and interpersonal skills with the ability to interact with staff at all levels.
Desirable
- Experience working in a multinational environment.
- Product and industry knowledge advantageous.
Qualifications and Traits
- Formal tertiary qualification in Business Management is essential.
- Results-oriented, emotionally intelligent, and self-motivated with a hands-on attitude.
- Ability to manage managers and operations teams with accountability for actions and integrity.
Mental and Physical Demands
- High levels of concentration required with the ability to work under pressure and adapt to changing circumstances.
- Domestic and occasional cross-border travel required to engage with customers.
About Us
Job Masters is a leading provider of [industry/service] solutions, committed to delivering exceptional customer experiences. We value our employees' skills, experience, and contributions, offering a dynamic and supportive work environment.
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