Team Lead – Customer Experience -CIMAS 394 views

Job Summary

The Group wishes to invite applications from suitably qualified & experienced individuals to fill the Team Lead – Customer Experience (Based in any of these towns: Bulawayo, Mutare or Gweru) role that has arisen in our organization.

Duties And Responsibilities

• Manage day-to-day operations of the Customer Experience (CX) Team as well being an active player in solving daily customer experience tasks.
• Provide leadership and direction to the CX Team by establishing strategy and goals for the team.
• As we expand, build up the team with the right competencies to drive success and performance with a customer centric mindset.
• Evaluate adequate allocation of resources to meet customer expectations on response time.
• Setting KPI’s for CX Team, provide feedback, coaching and mentoring to enhance team effectiveness and quality.
• Participate in the future definition of customer journeys across the group.
• Translate customers’ feedback and inputs into actionable insights for relevant departments across the Group.
• Maintain, update, and monitor all training needs including but not limited to upgrading, new program training and soft skills training
• Provide ongoing group and individual coaching, and provide manager with a regular forecast of future needs for the CX team.
• Create tools, assessments, and evaluation checklists to assess the progress of new and existing team members.
• Monitor Customer Experience tracking software (across all touchpoints) and proactively address any concerns or issues of Quality Assurance.
• In conjunction with the Manager create and maintain a quality assurance program that measures acceptable standards and includes touchpoint monitoring and processing.
• Prepares, forecasts and budgets for CX Team and submits to the Head: Customer Experience for inclusion in the overall departmental budget.
• Translates the annual Business plan into a monthly operational plan for the CX Team.
• Build and sustain productive relationships with internal stakeholders and collaborate to continually improve the customer support experience.
• Handle customer escalations, complex, and ongoing problem situations. Manage communication with cross-organization functions.
• Promote and enforce support procedures and processes.

Qualifications And Experience

• Possesses a Bachelor of Arts, Business Management or equivalent.
• Must have up to 4-6 years in proven experience in customer experience, relationship management, client communication, remote team management, research, project delivery & implementation.
• Must have exceptional interpersonal and leadership skills needed to co-ordinate the efforts of a comprehensive team.
• Possesses excellent verbal and written communication and able to solve and present on complex Customer Service related situations.
• Creating an inspiring team environment with an open communication culture across remote offices