Head of Customer Support

1 day ago

Stellenbosch Western Cape, South Africa Initiate International Full time

Your key **job** responsibilities as the **Head of Customer Support & Servicing** in **Stellenbosch** will include:

- Direct and oversee client service operations, with client interactions spanning across
- Lead the client service delivery function to deliver best in class client service with every client touchpoint to ensure contact with the client across client experience & technical support
- Evolve the client service experience to create engaged clients that facilitate organic growth
- Develop and deploy client care strategies and operational plans focused on the achievement of the objectives
- Create, lead and maintain unique client satisfaction development plans and manage the execution thereof
- Facilitate client initiatives and ensure client insights are actioned through continuous improvement efforts as well as guide new product development or enhancements
- Analyse the current client lifecycle and touchpoint interactions and map client processes at all client touchpoints
- Develop and stimulate process changes across all the client touchpoints in the various business units

Requirements for this **Head of Customer Support & Servicing job** in** Stellenbosch**:

- Tertiary qualification required
- Lean Six Sigma trained
- Five years relevant experience
- Proven ability to work with stakeholders at all levels of the organisation to establish a vision for change and develop buy-in
- Solid analytical skills and the ability to create business rationale for actions
- Proven track record in significantly improving client value through service
- Knowledge of client support and contact centre operations
- Solid understanding of client retention, after-sales service and client lifetime value

If you meet the above requirements for this **Head of Customer Support & Servicing job** in **Stellenbosch**, we would like to hear from you

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