Job title : Customer Engagement Manager
Job Location : Gauteng, Johannesburg
Deadline : December 27, 2024
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Key Responsibilities Team Leadership and Development: Lead, mentor, upskill and develop our Customer Engagement Team to ensure high levels of performance and engagement. Motivate the team, driving cohesion and fostering a positive morale that reflects in their interactions with customers. Handle customer escalations effectively, providing guidance and support to the team to resolve complex issues swiftly and satisfactorily. Serve as a point of escalation for challenging cases, ensuring that all customer concerns are addressed promptly and thoroughly. Guide the team in best practices for problem resolution, empowering them to handle future issues with confidence and competence. Conduct regular training sessions and performance evaluations to build a skilled and motivated team. Foster a positive, customer-focused culture within the team.
Customer Experience Management: Ensure that every customer interaction is handled to the expected standard; professionally, efficiently, and results in an exceptional customer experience. Develop and implement strategies to improve customer satisfaction, reduce response times, and enhance overall service quality. Monitor customer feedback and implement necessary changes to address any service gaps. Devise and implement systems and/or processes to extract relevant information from our customer base.
Operational Efficiency: Oversee the daily operations of the Customer Engagement department, ensuring smooth workflow and optimal resource allocation. Implement process improvements to enhance departmental efficiency and effectiveness. Oversee resource and capacity planning, including managing the team roster to ensure adequate coverage and efficiency. Delegate tasks where applicable to maximize team productivity and operational effectiveness. Implement process improvements to enhance departmental efficiency and effectiveness. Ensure adherence to company policies, departmental standard operating procedures, and service level agreements (SLAs).
Technical Oversight: Manage and optimize the use of customer support systems and tools, ensuring they are fully utilized to support team performance and customer satisfaction. Review current systems and architect new solutions tailored to our business needs and the Customer Engagement department. Implement these systems to enhance operational efficiency and customer service quality. Strategically develop and enhance systems to align with the company's growth and evolving customer engagement strategies. Work closely with our internal development team and external development suppliers to integrate new technologies and systems that improve the customer support experience. Troubleshoot system issues and provide technical guidance to the team when needed. Continuously improve all processes and adapt them to suit new technologies.
Performance Monitoring and Reporting: Track and analyze key performance metrics, including response times, resolution rates, customer satisfaction scores, individual and team productivity. Prepare regular reports for senior management, highlighting performance trends, areas for improvement, and success stories. Develop and implement action plans to address any performance challenges.
Stakeholder Collaboration: Collaborate with other departments, such as Sales, Marketing, and Operations, to ensure a seamless customer experience across all touchpoints. Act as the voice of the customer within the organization, advocating for their needs and driving customer-centric initiatives. Participate in cross-functional projects aimed at improving the overall customer journey.
Requirements Qualifications: Bachelor's degree in Business, Management, or a related field (preferred)
Experience: Minimum 5 years experience in managing a call center or customer support team, with a proven track record of delivering exceptional customer experiences. Strong leadership and team management skills, with a track record of building and motivating high-performing teams. Excellent understanding of customer service processes and the customer journey, with a focus on enhancing the overall customer experience. Strong technical background with proven experience in implementing and managing customer support systems. Ability to manage and optimize team rosters, resource allocation, and capacity planning to ensure operational efficiency. Proficient in using customer relationship management (CRM) systems and other relevant support tools. Strong analytical and reporting skills, with the ability to track, analyze, and improve key performance metrics. Excellent communication and interpersonal skills, with the ability to effectively interact with diverse audiences, including customers and internal stakeholders. Ability to collaborate with cross-functional teams and drive initiatives that improve customer satisfaction and operational efficiency. Customer-focused with a strong commitment to delivering exceptional service and resolving issues promptly. Experience in handling escalations and guiding teams through complex customer issues.
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