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Customer Experience Manager

2 months ago

Johannesburg, Gauteng, South Africa EMPIRE RECRUITMENT Full time

About the Role:

We are seeking a highly skilled and experienced Customer Experience Manager to join our team at Empire Recruitment. As a key member of our operations team, you will play a pivotal role in overseeing the daily activities of our call centre and its dedicated employees.

Key Responsibilities:

  • Lead and manage a team of customer service representatives to ensure exceptional customer experiences.
  • Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
  • Collaborate with cross-functional teams to identify and address customer pain points and areas for improvement.
  • Monitor and analyze customer feedback and metrics to inform business decisions.
  • Provide coaching and training to team members to enhance their skills and knowledge.
  • Manage and optimize call centre operations to ensure efficiency and productivity.

Requirements:

  • Proven experience in customer service leadership and management.
  • Strong understanding of customer experience principles and practices.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data and make informed business decisions.
  • High school diploma or equivalent required; higher degree in a relevant field preferred.

What We Offer:

Empire Recruitment is a dynamic and growing company that offers a competitive salary and benefits package, opportunities for professional growth and development, and a collaborative and supportive work environment.