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Shoprite Group Customer Experience Manager

1 week ago

Cape Town, Western Cape, South Africa Shoprite Group of Companies Full time

The Shoprite Group is seeking an experienced professional to drive customer experience in its Customer Contact Centre. As Shoprite Group Customer Experience Manager, you will provide managerial leadership and operational excellence, overseeing the customer-facing aspects of the centre.

This role involves developing a high-performing Customer Services delivery team, capable of consistently meeting and exceeding customer expectations. Direct interaction with customers enables us to surprise them with outstanding service, achieving a best-in-class customer experience.

Reporting into the Senior Manager Contact Centre Operations, you will oversee Team Leads who ensure their Customer Service Agents have the necessary skills and resources to deliver exceptional service.

To achieve optimal service delivery and alignment with team objectives, this role requires a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday, including public holidays).

Main Accountabilities:
  1. Lead the development of a high-performing Customer Services delivery team
  2. Foster a culture of customer-centricity within the Customer Contact Centre
  3. Ensure seamless integration with other business units to drive customer satisfaction