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Customer Experience Leader

2 weeks ago

Cape Town, Western Cape, South Africa Capita Full time
About the Role:
As a Customer Experience Leader at Capita, you will be responsible for supervising a team of customer service advisors in a dynamic and fast-paced environment. Your primary goal will be to exceed customer expectations on an exciting digital platform.

Key Responsibilities:
  1. Lead and manage a team of advisors to achieve exceptional customer satisfaction.
  2. Develop and implement strategies to drive sales conversion targets and meet client KPIs.
  3. Set and achieve individual/team standards, ensuring performance aligns with company and quality framework policies.
  4. Foster a positive work environment by promoting teamwork, motivation, and continuous learning.

Required Skills and Qualifications:
To be successful in this role, you should possess strong leadership skills, excellent communication abilities, and experience in the BPO industry. Additionally, knowledge of contact centre processes and methodologies is highly desirable.

What We Offer:
  • A competitive basic salary.
  • A comprehensive benefits package, including medical aid, provident fund, group life insurance, funeral cover, and disability benefit.
  • Annual Performance Incentive: Earn rewards based on target percentages for outstanding performance.
  • Global Colleague Networks: Participate in international networks to foster collaboration and community engagement.
  • Community Engagement: Enjoy 8 hours per year for social responsibility initiatives through our socio-economic development programs.
  • International Exposure: Gain global experience and broaden your horizons.
  • Development and Growth: Pursue opportunities for professional growth and self-improvement.