Customer Experience Manager

Time Personnel; Paarl; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A recruitment agency is seeking an experienced Customer Experience Manager in Paarl to lead and develop a high-performing customer retentions team. The ideal candidate has 3-5 years of relevant experience, strong leadership skills, and a tech-savvy background. This role involves overseeing operations, managing customer service tickets, and implementing effective strategies to retain clients. An analytical mindset is essential for interpreting data and driving improvement.

Qualifications

• 3 - 5 years' experience in a similar role.
• Proven experience in customer relations or client services, preferably in financial services or collections.
• Familiarity with reporting tools and systems.

Responsibilities

• Supervise and guide staff to ensure productivity and accountability.
• Manage customer tickets to prevent overdue issues.
• Develop standard operating procedures to minimize overdue tickets.
• Implement strategies to minimize cancellations and maximize client retention rates.

Skills

Leadership and communication skills

Analytical mindset

Tech-savvy

Proficiency in ticketing systems

Education

Matric

Tools

Freshdesk

FinWise

Google Sheets

Job description

Customer Experience Manager job vacancy in Paarl.

Have you successfully led a top-performing Customer Relations or Retentions team, with a history of streamlining processes and thriving in a fast-paced setting?

Our client in Paarl is seeking an experienced professional to head up and grow a motivated customer retentions team, driving accountability by ensuring timely payments, delivering exceptional service, and maintaining consistent results.

In this role, you’ll be actively involved in overseeing daily operations while fostering a supportive, performance-driven team environment.

Requirements:

• Matric
• 3 – 5 years’ experience in a similar role
• Tech-savvy, able to navigate and utilize various software programs effectively (e.g. Freshdesk, FinWise, Google Sheets)
• Proficiency in ticketing systems is required
• Strong leadership and communication skills with a hands-on approach to problem-solving
• Proven experience in customer relations or client services, preferably in financial services or collections
• Analytical mindset with the ability to interpret data and translate it into actionable insights
• Familiarity with reporting tools and systems

Duties and Responsibilities:

• The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
• Managing and monitoring all customer tickets to prevent overdue issues
• Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
• Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate, closely monitoring verified strike dates to ensure timely collections and accurate payment tracking
• Ensure that all team members are properly trained and continuously upskilled to meet performance standards
• Ensure that document collection is prioritized and executed efficiently
• Oversee the handling of cancellations with the objective of retaining clients
• Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
• Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
• Conduct regular one-on-one sessions with department members
• Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
• Analyse performance metrics from the previous day to identify trends and areas for improvement