Senior Customer Service Lead
3 days ago
Job Title: Customer Experience Manager
Key Responsibilities of the RoleThe Customer Experience Manager will be responsible for developing and implementing customer service strategies that align with our company vision, values, and product.
- They will work closely with the leadership team to hire, onboard, and train new customer service representatives.
- They will coordinate day-to-day operations and rostering of the customer service team for smooth and efficient service delivery.
- They will analyse customer service data to identify trends, areas for improvement, and the efficacy of current procedures.
- They will manage ongoing service training and support to enhance team members' skills and knowledge.
- They will monitor communication, including calls, and provide constructive feedback to ensure consistent, high-quality customer service across all channels.
- They will take ownership of customer escalations and disputes, working diligently to resolve them to customers' satisfaction.
- They will manage the organisation's reputation on customer-facing review platforms, ensuring a strong brand presence.
- They will develop a Learning Management System (LMS) to train new team members to a consistently high standard.
- Extensive experience in customer service, coupled with managerial, leadership, or senior role experience is required.
- A strong ability to motivate team members effectively through excellent interpersonal skills is essential.
- Excellent problem-solving skills and the ability to handle challenging situations are also required.
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