Lead Customer Experience Associate

Placements24

Durban

On-site

ZAR 750,000 - 900,000

Full time

5 days ago

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Benefits offered by this job

Competitive salary package

Comprehensive medical aid and pension

Leadership development and career path

Generous leave entitlement

Employee discounts on premium services

Durban-based dynamic work environment

Performance-based incentives

Professional training and development

On-site parking and easy transit

Team building events

Job summary

Placements24 is seeking an experienced Lead Customer Experience Associate to manage operations in Durban, KwaZulu-Natal. The role focuses on mentoring a team, optimizing daily CX operations, and implementing strategies to elevate service quality for premium clientele.

You will drive customer satisfaction, oversee escalation handling, and collaborate with Sales and Marketing to ensure a seamless journey. The ideal candidate will bring a strong leadership background and a passion for service

Qualifications

Minimum of 6 years in customer service or customer experience roles, with at least 2 years in a leadership or supervisory capacity.
Proven success in improving customer satisfaction scores and driving service excellence.
Excellent leadership, team management, and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
Exceptional communication and presentation skills, both written and verbal.
Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
Must be available to work on-site in Durban.

Responsibilities

Lead, mentor, and motivate a team of Customer Experience Associates to achieve service excellence.
Oversee daily operations of the customer service department, ensuring efficient workflow and timely issue resolution.
Develop and implement customer experience strategies that align with the company's brand values and service standards.
Monitor customer feedback and satisfaction metrics, identifying areas for improvement and implementing corrective actions.
Handle escalated customer complaints and complex inquiries with professionalism and empathy.
Train new team members on service protocols, product knowledge, and company policies.
Collaborate with other departments, such as sales and marketing, to ensure a seamless customer journey.
Maintain accurate records of customer interactions and transactions.
Conduct regular performance reviews and provide constructive feedback to team members.
Champion a customer-centric culture within the team and the broader organization in Durban.

Skills

Leadership

CRM software

Customer service

Communication skills

Team management

Problem-solving

Education

Bachelor's degree in Hospitality Management or Business Administration

Tools

CRM software tools

Helpdesk systems

Job description

About the Role

Our client, a premier provider of premium lifestyle services, is seeking an experienced and dynamic Lead Customer Experience Associate to manage their operations in **Durban, KwaZulu-Natal**. This role is critical in ensuring every customer interaction reflects the high standards of quality and service our client is known for. As the Lead Associate, you will be responsible for overseeing daily operations, mentoring a team of customer-facing professionals, and implementing strategies to enhance overall customer satisfaction. The position is based at our client's modern facility in **Durban**, offering a vibrant and collaborative work environment. We are looking for a candidate with exceptional leadership skills, a passion for service excellence, and a deep understanding of customer experience best practices within the **Durban** area. This is an unparalleled opportunity to shape the customer journey for a distinguished brand.

Key Responsibilities

Lead, mentor, and motivate a team of Customer Experience Associates to achieve service excellence.
Oversee daily operations of the customer service department, ensuring efficient workflow and timely issue resolution.
Develop and implement customer experience strategies that align with the company's brand values and service standards.
Monitor customer feedback and satisfaction metrics, identifying areas for improvement and implementing corrective actions.
Handle escalated customer complaints and complex inquiries with professionalism and empathy.
Train new team members on service protocols, product knowledge, and company policies.
Collaborate with other departments, such as sales and marketing, to ensure a seamless customer journey.
Maintain accurate records of customer interactions and transactions.
Conduct regular performance reviews and provide constructive feedback to team members.
Champion a customer-centric culture within the team and the broader organization in **Durban**.

Requirements

Minimum of 6 years of experience in customer service or customer experience roles, with at least 2 years in a leadership or supervisory capacity.
Demonstrated success in improving customer satisfaction scores and driving service excellence.
Excellent leadership, team management, and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
Exceptional communication and presentation skills, both written and verbal.
Ability to work under pressure and manage multiple priorities effectively in a fast-paced environment.
A passion for delivering outstanding customer experiences is essential for this role in **Durban**.
Bachelor's degree in Hospitality Management, Business Administration, or a related field is highly desirable.
Must be available to work on-site in **Durban**.

Benefits