Customer Experience & Loyalty Manager

Helderberg Personnel; Wes-Kaap; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Helderberg Personnel seeks a Customer Service Lead to strengthen lasting customer relationships and deliver exceptional service. You will lead the customer service team, resolve issues, and use insights to drive retention and loyalty.

Key tasks include overseeing operations, implementing engagement strategies, handling complaints, and collaborating with sales and marketing to improve the customer experience. Strong leadership and bilingual communication are essential.

Qualifications

• A relevant qualification in business, marketing, or a related field would be beneficial.
• Proven experience in customer relations or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to handle high-pressure situations with professionalism.
• Strategic thinking with a customer-centric approach.
• A very high level of English proficiency.
• A very good level of business Afrikaans proficiency.
• Proficiency in CRM software and customer service tools.
• Strong analytical skills to assess customer feedback and drive improvements.
• Knowledge of the tyre industry would be an advantage.

Responsibilities

• Develop and maintain strong customer relationships to enhance brand loyalty.
• Oversee customer service operations to ensure high levels of satisfaction.
• Implement customer engagement strategies to improve retention.
• Handle customer complaints and resolve issues effectively.
• Analyse customer feedback and provide insights for service improvements.
• Collaborate with sales and marketing teams to enhance the customer experience.
• Monitor industry trends and competitor activities to stay competitive.
• Ensure compliance with company policies and industry regulations.
• Lead and mentor customer service representatives to uphold service standards.
• Manage CRM systems to optimize customer interactions and data tracking.

Skills

Leadership

Communication

Interpersonal skills

CRM proficiency

Analytical thinking

Education

Relevant qualification in business/marketing

Tools

CRM software

Customer service tools

Job description

Helderberg Personnel seeks a Customer Service Lead to strengthen lasting customer relationships and deliver exceptional service. You will lead the customer service team, resolve issues, and use insights to drive retention and loyalty.

Key tasks include overseeing operations, implementing engagement strategies, handling complaints, and collaborating with sales and marketing to improve the customer experience. Strong leadership and bilingual communication are essential.