Journey Lead: Retail Claims

Old Mutual South Africa; Cape Town; Hybrid; ZAR 360,000 - 540,000; Full time

Job summary

Old Mutual South Africa in Cape Town is seeking a Customer Service Lead to manage the customer service team across touchpoints and drive service excellence. You will lead, coach and motivate the team to consistently deliver outstanding support.

You will develop and implement service strategies, oversee policies, handle escalations, monitor feedback channels, and foster a customer-first culture while collaborating with sales and marketing.

Qualifications

• A minimum of 4 years of experience in customer service, with at least 1-2 years in a leadership or supervisory capacity.
• Proven experience in developing and implementing customer service strategies.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Strong analytical skills with the ability to interpret customer feedback and service metrics.
• Proficiency in customer relationship management (CRM) software and other service tools.
• Experience in the retail industry is essential.
• Ability to work effectively in a hybrid remote/on-site model.
• Demonstrated ability to motivate and lead a team.
• A proactive approach to identifying and addressing customer needs.
• Resides in or near Cape Town.

Responsibilities

• Lead and manage the customer service team, providing guidance, training, and performance feedback.
• Develop, implement, and refine customer service policies and procedures to enhance customer satisfaction and loyalty.
• Handle escalated customer complaints and issues, ensuring timely and satisfactory resolution.
• Monitor customer feedback channels (surveys, reviews, social media) and identify areas for improvement.
• Train and onboard new customer service representatives, ensuring they are equipped with the knowledge and skills to succeed.
• Collaborate with other departments (e.g., sales, marketing) to ensure a seamless customer experience.
• Analyze customer service metrics and report on team performance to management.
• Champion a customer-first culture within the retail operations in Cape Town.
• Stay up-to-date with industry trends and best practices in customer service.
• Manage customer service software and tools effectively.

Skills

Leadership

CRM proficiency

Retail experience

Communication

Job description

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Customer Service Lead

Our client, a prominent retailer with a strong presence in Cape Town, Western Cape , is actively seeking a highly motivated and customer-centric Customer Service Lead . This role is crucial in ensuring an unparalleled customer experience across all touchpoints. You will be responsible for leading the customer service team, developing and implementing service strategies, and acting as a key liaison between customers and the business. The ideal candidate possesses excellent communication skills, a passion for problem-solving, and a deep understanding of customer service best practices within the retail environment. This is an exciting opportunity to shape the customer journey and contribute to the ongoing success and reputation of our client in the vibrant Cape Town market. We are looking for an inspiring leader who can motivate a team to deliver exceptional service consistently.

Key Responsibilities

• Lead and manage the customer service team, providing guidance, training, and performance feedback.
• Develop, implement, and refine customer service policies and procedures to enhance customer satisfaction and loyalty.
• Handle escalated customer complaints and issues, ensuring timely and satisfactory resolution.
• Monitor customer feedback channels (surveys, reviews, social media) and identify areas for improvement.
• Train and onboard new customer service representatives, ensuring they are equipped with the knowledge and skills to succeed.
• Collaborate with other departments (e.g., sales, marketing) to ensure a seamless customer experience.
• Analyze customer service metrics and report on team performance to management.
• Champion a customer-first culture within the retail operations in Cape Town .
• Stay up-to-date with industry trends and best practices in customer service.
• Manage customer service software and tools effectively.

Requirements

• A minimum of 4 years of experience in customer service, with at least 1-2 years in a leadership or supervisory capacity.
• Proven experience in developing and implementing customer service strategies.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Strong analytical skills with the ability to interpret customer feedback and service metrics.
• Proficiency in customer relationship management (CRM) software and other service tools.
• Experience in the retail industry is essential.
• Ability to work effectively in a hybrid remote/on-site model.
• Demonstrated ability to motivate and lead a team.
• A proactive approach to identifying and addressing customer needs.
• Resides in or near Cape Town .