Head: Customer Services

 

Recruiter:

IGNITION GROUP

Job Ref:

Head CS NA1502

Date posted:

Monday, February 15, 2021

Location:

Durban, South Africa

Salary:

Negotiable


SUMMARY:
Head: Customer Services

POSITION INFO:

The role: 

The Head: Customer Services will be responsible for:

  • Directing and overseeing the Group’s customer service operations, which typically delivers customer interactions across multiple channels; including telephone, email, and chat;
  • Evolving the customer service experience within both the domestic and international contact centes to create engaged customers that facilitate organic growth; and
  • Developing and deploying customer care strategies and operational plans focused towards the achievement of the objectives of the Group.

The detail:

Team Management

  • Recruit technically competent candidates for relevant roles.
  • Assign, monitor and co-ordinate assignments and projects.
  • Provide technical, procedural and policy guidance.
  • Evaluate Performance; work with direct reports to establish strategically aligned Key Performance Indicators, monitor and provide coaching throughout the review period and conduct formal appraisals.
  • Actively encourage the career development of direct reports by providing; career counselling, performance coaching, career planning and goal setting to ensure a positive team culture with strong positive engagement.
  • Determine training needs of direct reports to ensure the achievement of strategic goals, as well as the individual’s own career development goals.
  • Identify suitable training courses for direct reports.

Budget Management

  • Estimate the future personnel and equipment and systems needs of the department.
  • Ensure adherence to approved budgets and approval compliance prior to proceeding with any expenditures.
  • Manage your budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance.

Relationship Management

  • Maintain internal and external stakeholder relationships, always representing the Group, in a professional and competent manner.
  • Act as the Voice of the Customer across the Group.
  • Work effectively with all stakeholders across Distribution and Finance, Marketing, Operations to negotiate and influence customer improvements.

Monitoring

  • Implement and monitor the improvement of the NPS (Net Promoter Score), CSAT (Customer Satisfaction), or other Customer Metrics.
  • Regularly review all processes, policies and systems to facilitate reductions in the cost to serve customers.
  • Use customer insights and root cause analytics to identify risks and areas of improvement and present these to stakeholders as required.
  • Be accountable for ensuring full regulatory compliance. Implement practices to identify potential risk issues.
  • Develop and implement methods to record, assess, and analyze customer feedback.
  • Ensure that the ticketing systems in place (i.e.: Zendesk, Freshdesk) are being used to the required standards and identify and promote any areas of efficiency.

Service Management

  • Draft, implement, and execute policies and procedures to facilitate a quality customer service experience.
  • Drive quality and consistency through the establishment of performance metrics for customer service representatives as well as the department.
  • Drive continual improvement in people, technology, processes, service and product design and build. Establish and test new strategies to improve the customer service experience and retention.
  • Improve the customer service experience, to create engaged customers and facilitate organic growth.
  • Act as a point of escalation for customers issues and follow problems through to resolution.
  • Champion the customer services and care campaigns throughout the business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement.

Adhoc

  • Performs other related duties as assigned.

Are you this person?

  • Do you have a degree in Business Administration or a related field?
  • Do you have at least 5 years related expeience, specifically at a senior level?
  • Do you have an established track record of exceeding targets, KPI''s and SLA''s?

Ignite your career today!

Click "Apply" and send us your most updated CV!



 

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