Customer Experience Lead - Cape Town - Lead Generation Group

Lead Generation Group; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is on the lookout for a Customer Experience Lead to elevate customer service standards in Cape Town. This pivotal role involves leading a talented support team, ensuring timely resolutions of customer inquiries, and leveraging data analytics to refine service processes. The ideal candidate will possess exceptional leadership and communication skills, coupled with a deep understanding of consumer behavior and service expectations. Join a forward-thinking organization where your expertise will directly influence customer satisfaction and operational excellence.

Qualifications

• Strong understanding of consumer behavior and customer service expectations.
• Experience in optimizing support processes and implementing best practices.

Responsibilities

• Lead and mentor the support team to achieve KPIs and service goals.
• Use data analytics to enhance service quality and efficiency.

Skills

Leadership

Communication

Problem-solving

Data Analytics

Job description

Customer Experience Lead - Cape Town - Lead Generation Group

We're seeking an exceptional leader to drive customer service excellence in our organization.

The ideal candidate will have a strong understanding of consumer behavior, customer service expectations, and regulatory requirements.

You'll be responsible for optimizing support processes, implementing best practices, and using data analytics to improve service quality and efficiency.

Strong leadership, communication, and problem-solving skills are essential for success in this role.

Key Responsibilities:

• Lead and mentor the support team to meet KPIs and service goals.
• Ensure timely resolution of customer inquiries and escalations.
• Optimize support processes and implement best practices.
• Use data analytics to improve service quality and efficiency.
• Collaborate with cross-functional teams to enhance customer experience.