Customer Experience Team Lead

4 hours ago

Cape Town, South Africa Zeal HR Full time

**Job Title**:Customer Experience Team Lead

**Introduction**

Our client is looking for their next team member to join their successful business and grow, grow, grow.

**What do **they want**:

- A dynamic driven Customer Experience Team Leader that will oversee a team of consultants that deal with customer inquiries on behalf of the business.
- You will need to manage, monitor, motivate and guide the team to achieve business objectives and enhance customer experience and satisfaction. This means being responsible to provide guidance, instruction and training - to inspire the team, and thereby creating a cohesive team that works together efficiently as the potential of the team is maximised.

**What will you do**:

- A hands-on manager that is a people’s person, yet able to objectively measure team performance against targets. You will coach, train and develop the team to improve and maximize individual performance for business growth.
- Manage partner relationships with both internal and external partners and keeping them accountable to contractual agreements and Service Level Agreements.
- Uses an understanding of our business operations and products/services to provide value-added solutions to our customers and in so doing, create further opportunities to maintain a long-lasting relationship.
- Sets the unit up for success by formulating department policy, procedures, and systems that will enable efficiency, productivity and revolutionize the customer experience journey. Research and implement methods that identify an opportunity to continually streamline workflow optimization.

**What you **n**eed to **succeed**
- Bcom Degree or Diploma in Business or related qualification - Advantageous.
- 3 years working in an inbound call center environment.
- 2 years in a Team Lead role, overseeing a team of CX consultants.
- Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements.
- Strategic planning and process implementation experience would be advantageous.
- Experience in managing partner relationships is preferred and would be advantageous.
- Be customer obsessed - focus on meeting and exceeding customer expectations by delivering within timeframes, within the quality standards.
- Be solutions driven, very patient and have excellent interpersonal skills.
- The ability to interact with different personality types and maintain fair and impartial judgement.
- An understanding of how to build and operate a call centre in a digital era
- Be confident and comfortable making decisions, being assertive, and be an out the box thinker and problem solver.

**The working conditions**:

- Full remote
- All gear to operate from home during loadshedding is provided
- Monday to Friday 08:00 to 17:00 and ad hoc weekends

**Salary**:

- R300 000 per annum plus benefits

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