Head of Customer Service

SUMMARY:
Head of Customer Service

POSITION INFO:

Head of Customer Service

We are looking to recruit an experienced and dynamic Head of Customer Service to lead our retail and Digital customer service teams for our South African business.

As the Head of Customer Services, you will be responsible for the development and implementation of our customer service and customer experience strategy for South Africa. This role entails driving innovation and change to improve operational efficiency and add further value to the service provided. You will play a pivotal role in shaping our customer-centric approach, leading the development and implementation of key performance indicators (KPIs) to assess the effectiveness of our customer service operations. Collaborating closely with our business insight team, you will harness the power of data analytics and artificial intelligence to identify trends, enhance customer interactions, and optimise our service delivery. By leveraging data-driven insights, you''ll enable personalised customer experiences, proactively address issues, and ensure our customer service teams have the tools and knowledge to excel. Your focus on continuous improvement and innovation in this evolving landscape will be instrumental in elevating our customer service to new heights.

Duties:

Lead, motivate and develop our customer service teams across online, in a fast-paced, diverse, competitive, and constantly evolving industry.

• Define and deliver an overall customer service vision and customer experience strategy for the SA market which maximises customer advocacy, loyalty, and retention.

• Accountable for the transformation of our customer service capability, establish and embed a proactive and innovative delivery of excellent customer service through the coordination of the transformational change required. This will be based on a thorough understanding of customer needs and metrics, ensuring our strategic direction and service channels deliver a best-in-class customer-centric approach.

• Keep abreast of latest developments to ensure that the company maintains its competitive position and as required, implement new innovations to ensure we always offer a best-in-class experience, consistently surpassing our customer’s expectations.

• Develop and continuously review general working processes across the department to ensure operational customer excellence and maximum customer satisfaction.

• Evaluate overall departmental performance by gathering, analysing, and interpreting data and metrics. Seek and implement creative solutions where challenges are identified to improve operational performance and boost efficiency and productivity.

• Attend digital meetings to report on all aspects of the department’s business performance as required.

• Guide and advise on matters relating to customer service best practice.

• Collaborate across cross-functional teams to share best practice, improve overall efficiency, and maintain consistency.

• Foster strong relationships with all internal and external stakeholders and develop clear communication channels to collaborate and ensure that stakeholders are informed about relevant updates, changes, and performance metrics.

• Maintain collaborative working relationships with other members of the senior leadership team, to ensure effective co-ordination of all customer service activities to support company objectives.

• Effective coaching and mentoring of employees, providing guidance and motivating employees to achieve their objectives.

Experience and Skills

• Over 5 years of experience in a fast-paced customer service leadership position, with the ability to ‘make things happen’.

• Track record of improving processes, resolving problems and driving efficiencies to deliver exceptional customer service and enhanced customer loyalty and retention.

• A diplomatic and professional approach, able to gather and share information in an inclusive manner while dealing effectively with challenging situations.

• Able and willing to lead from the front, getting “hands-on” as required.

• A people person who enjoys managing teams and cares about their team’s welfare, as well as their output.

• Excellent written and verbal communication skills, with the ability to build key relationships within the business.

Salary - R50 - R75 000pm CTC

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