Head of Customer Service

2 weeks ago

Bellville, South Africa Sanlam Full time

Who are we?- Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratise financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment, we believe in learning fast, learning cheap and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide compelling career and development proposition that will enable them to realise their dreams.- Position overview- Sanlam Rewards & Loyalty is seeking a passionate and customer-centric leader to head our Customer Service function for our exciting Coalition Rewards program. You will be responsible for building and leading a high-performing team dedicated to providing exceptional support to program members, ensuring their satisfaction, and fostering brand loyalty. This role demands strong communication skills, empathy, and a deep understanding of loyalty programs and member needs. If you thrive in a dynamic environment and possess a commitment to exceeding customer expectations, we encourage you to apply.**What will you do?**
- **Build and lead a high-performing customer service team**:Recruit, train, and motivate a team of customer service representatives, fostering a culture of excellence and continuous improvement.
- **Develop and implement comprehensive customer service policies and procedures**:Establish clear guidelines and processes for handling member inquiries, complaints, and escalations, ensuring consistent and efficient service delivery.
- **Track and analyse customer service metrics**: Monitor key performance indicators (KPIs) such as first contact resolution rate, average handling time, and customer satisfaction score. Leverage data to identify areas for improvement and optimise service effectiveness.
- **Resolve member inquiries and complaints promptly and effectively**: Listen actively to understand member concerns, provide accurate and empathetic responses, and strive to exceed expectations in resolving issues.
- **Empower customer service representatives to make decisions**: Equip your team with the knowledge and authority to handle a wide range of member needs, minimising escalations and promoting faster resolution.
- **Proactively identify and address member pain points**: Gather feedback from various sources (surveys, social media, etc.) to understand member challenges and proactively address them through improved service processes, training, or program adjustments.
- **Collaborate with other departments**: Work closely with marketing, program management, and technology teams to ensure consistent messaging, resolve product-related issues, and improve the overall member experience.
- **Stay abreast of industry trends and best practices**: Continuously monitor the customer service landscape, identifying emerging trends and innovative strategies to enhance member support and satisfaction.
- **Champion a culture of continuous improvement**:Encourage feedback from both team members and customers, actively seeking opportunities to refine processes, optimise training, and enhance the overall service experience.
- **Team**:

- Manage Delivery Management activities at the Delivery and program level.
- Drive/ Lead the planning of internal activities.
- Mentor and coach junior members of the team.

**What will make you successful in this role?**
- Excellent communication skills, both written and verbal.
- Comfortable with ambiguity in a fluid organisation.
- A natural skill to engage with people at a deep level whether observing or interviewing customers or working with fellow team members and clients.
- A high level of attention to detail with excellent organisational skills.
- Passionate and enthusiastic about excellence and attention to detail.
- A self-starter who identifies opportunities and potential problems — addressing them effectively and efficiently.
- A visual and verbal storyteller, delivering insights about people and behaviour in a way that generates empathy, emotion, and engagement from the client and CX teams.

**Qualification and Experience**
- Appropriate degree/diploma.- Knowledge and Skills- Strong understanding of customer service principles and best practices.
- Demonstrated experience in leading and motivating a team in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to build rapport and de-escalate situations.
- Problem-solving and analytical skills to identify root causes of member issues and implement solutions.
- Proficiency in customer service software and technology platforms.
- Adaptability and resilience to handle unpredictable situations and changing priorities.
- How you will think- You are high agency: Looki

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