Customer Experience Team Leader

Babble Cloud; Johannesburg; Remote; ZAR 300 000 - 450 000; Full time

Job summary

Join a leading cloud solutions provider as a Customer Experience Team Leader. You will manage a team to enhance customer satisfaction, drive performance, and ensure compliance with service standards. This role requires strong leadership and communication skills, along with a proven background in customer service management. Enjoy a supportive work environment with various benefits, including risk cover and a flexible work schedule.

Benefits

Life Insurance

Critical Illness Cover

Funeral Benefits

Disability Benefits

22 Days Holiday

5% Salary Allowance for Medical Aid

9-Day Fortnight Work Schedule

UPS for Load Shedding Support

Annual Company Celebrations

Home-Working Policy

Qualifications

• Proven experience in customer service with at least 3 years in management or supervisory roles.
• Strong knowledge of customer service standards and SLA adherence.

Responsibilities

• Lead, motivate, and mentor a team of Customer Experience Executives.
• Monitor performance through weekly KPIs and report monthly.
• Support the team in building positive customer relationships.

Skills

Leadership

Communication

Interpersonal Skills

Analytical Mindset

Education

Management Experience

Customer Service Standards Knowledge

Tools

Salesforce

Halo

Job description

Job Description: Join Our Dynamic Team as a Customer Experience Team Leader

Are you passionate about telecoms?

Do you thrive in a fast-paced, innovative environment?

At Babble, we're on a mission to be our customer's most trusted advisor for cloud-based technologies.

We're looking for passionate and talented individuals to join our dynamic team.

Role Overview

The Customer Experience Team Leader is responsible for managing the Customer Experience Executives (CXE) to ensure efficient and effective customer experience management.

You will play a key role in driving customer experience within the business.

Key responsibilities include training, 1-2-1 coaching, reporting, development, and performance management of team members.

Main Accountabilities

1. Team Leadership:
   • Lead, motivate, and mentor a team of CXEs (up to 8 members).
   • Manage goals and targets, monitor performance through weekly KPIs, and report monthly to the Senior Customer Experience Manager.
   • Provide coaching and training to enhance skills and productivity.
   • Conduct regular performance reviews.
   • Act as escalation point for your team.
2. Process Management:
   • Monitor case queues to meet response times and targets.
   • Continuously improve team processes and collaborate with other managers.
   • Investigate and resolve discrepancies.
   • Ensure adherence to processes and clear communication of goals and objectives, measured against OKRs.
3. Customer Relationship Management:
   • Support the team in building positive customer relationships and resolving issues promptly.
   • Ensure effective communication with customers and timely resolution of difficult conversations.
   • Collaborate with internal teams to improve customer satisfaction.
4. Reporting and Analysis:
   • Prepare reports on team activities and performance.
   • Analyze data to identify trends and areas for improvement.
   • Provide recommendations to management.
5. Compliance:
   • Ensure team compliance with processes.
   • Act as liaison between team and management for updates and concerns.

Person Specification

• Proven experience in customer service, with at least 3 years in management or supervisory roles.
• Strong knowledge of customer service standards and SLA adherence.
• Excellent leadership, communication, and interpersonal skills.
• Analytical mindset with data interpretation skills.
• Experience with Salesforce and Halo is beneficial.

Working Conditions

Office-based, during business hours.

Additional Preferences

• Strong team ethic.
• Willingness to learn and adapt.

Qualifications

Same as person specification: proven customer service experience with management background, knowledge of SLA standards, leadership skills, and familiarity with Salesforce and Halo.

Why Work for Babble?

• Risk cover including Life, Critical Illness, funeral, and disability benefits.
• 22 days holiday plus UK Bank Holidays, increasing with service.
• 5% salary allowance towards Medical Aid.
• 9-day fortnight work schedule.
• UPS for load shedding support.
• Annual company celebrations and home-working policy.

Additional Information

Location: Home-based with stable internet required. Candidates must manage load shedding effectively. A suitable home office setup is expected.

The Recruitment Process

Includes a screening call, followed by interviews over Teams, and possibly competency testing.

Direct candidates only.

Babble | Leading UK Cloud Solutions Provider