Customer Service Manager - Uk Company. (Work From Home)

Galaxy Outsourcing Limited; Cape Town; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading outsourcing company in Cape Town is seeking a Customer Experience (CX) Team Lead. The ideal candidate will drive team performance, oversee operations, and ensure a high level of customer satisfaction. You should possess strong leadership skills, a passion for animals, and experience in customer service strategies. This role offers a dynamic environment where innovation and improvement are encouraged.

Qualifications

• Must love animals.
• Demonstrated ability to lead and develop high-performing teams.
• Experience in fostering a coaching culture and driving operational excellence.
• Exceptional problem-solving skills in a fast-paced environment.
• Strong collaborative skills with cross-functional teams.

Responsibilities

• Lead a team, fostering a culture of continuous improvement and high performance.
• Oversee daily operations to meet service level agreements (SLAs).
• Develop training programs to advance team skills and knowledge.
• Handle customer issues with empathy and professionalism.
• Utilize customer data to identify trends and improve service delivery.

Skills

Leadership

Interpersonal Skills

Problem-Solving

Collaboration

Customer-Centric

Job description

Customer Experience (CX) Team Lead

As the Customer Experience (CX) Team Lead within our outsourcing team, you will play a crucial role in defining and enhancing the support experience for our clients.

This position is designed for a results-driven leader passionate about driving excellence and implementing innovative customer service strategies.

Duties & Responsibilities

Key Responsibilities :

Leadership and Development : Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance.

Implement a coaching culture that supports professional growth and development.

Operational Excellence : Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs).

Identify and mitigate operational risks.

Training and Empowerment : Develop comprehensive training programs to advance team skills and knowledge.

Encourage empowerment and decision-making within the team.

Culture and Morale : Build a positive team environment that champions company values, encourages collaboration, and supports individual well-being.

Performance Management : Promote a culture of excellence through regular performance reviews, feedback, and recognition.

Drive initiatives that enhance productivity and customer satisfaction.

Customer Escalations : Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions.

Innovation and Improvement : Stay informed about industry trends to drive innovation within the team.

Lead projects aimed at improving processes and enhancing the customer experience.

Data Analysis : Utilize customer data to identify trends, inform strategy, and improve service delivery.

Desired Experience & Qualification

Requirements :

Animal Lover : Must love animals.

Proven Leadership : Demonstrated ability to lead and develop high-performing teams.

Experience in fostering a coaching culture and driving operational excellence.

Strong Interpersonal Skills : Ability to inspire, motivate, and communicate effectively with team members at all levels.

Problem-Solving : Exceptional problem-solving skills with the ability to navigate a fast-paced environment.

Collaboration : Strong collaborative skills, able to work effectively with cross-functional teams to achieve business goals.

Adaptability : Openness to embrace new challenges and a commitment to continuous learning and improvement.

Customer-Centric : A strong commitment to delivering outstanding customer service.

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