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Team Lead: Customer Experience - CIMAS

Location: Harare
Alert: Application Deadline Expired

Job Summary

The Group wishes to invite applications from suitably qualified & experienced individuals to fill the Team Lead - Customer Experience 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 Business Management, Marketing Management or equivalent.
  • Must have up to 4-6 years in proven experience in customer experience, contact centre, client communication, client interaction management, research, project delivery & implementation.
  • Broad knowledge of the Contact Centre business and omnichannel customer platforms.
  • Is efficiently able to manage and develop staff while maintaining and improving the skill sets needed to solve work related problems to achieve the correct business outcomes.
  • 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.

How To Apply 

To Apply Use Link: https://vacancies.cimas.co.zw/job-application-form/ 

Alert: Application Deadline Expired

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