Job Summary:
We are looking for a dynamic Customer Experience Manager to oversee and enhance our customer service operations. The ideal candidate will bring a wealth of experience in managing large teams, developing customer-focused strategies, and ensuring excellence in every interaction.
Key Responsibilities:
Develop and implement customer service policies, procedures, and standards to ensure customer satisfaction and loyalty.
Manage and train a team of 30+ customer service representatives, fostering a culture of continuous improvement and collaboration.
Monitor and evaluate team performance, providing regular feedback and coaching to ensure individual and team goals are achieved.
Analyze customer feedback and market trends to identify areas for improvement and implement effective solutions.
Lead the development and execution of customer experience initiatives across all touchpoints.
Collaborate with other departments to align customer service strategies with organizational goals.
Handle escalated customer complaints and resolve complex issues promptly and professionally.
Prepare and present regular reports on customer service metrics, insights, and recommendations to senior management.
Key Requirements:
A minimum of 5 years of experience in a similar role, with a proven track record as a Customer Service Manager.
Demonstrated experience managing and training large teams (30+ customer service representatives).
Strong leadership, communication, and interpersonal skills.
Proficiency in developing and implementing customer service strategies.
Analytical mindset with the ability to use data to drive decisions and improvements.
Excellent problem-solving skills and the ability to handle high-pressure situations.
Bachelor’s degree in Business Administration, Communications, or a related field (Master’s degree is a plus).
Interested and qualified candidates should send their CV and a cover letter to: recruitment@landmarkafrica.com, with the subject line “Customer Experience Manager Application.”
Apply via :
recruitment@landmarkafrica.com
