Lead Customer Experience Representative - Logistics Solutions

Placements24; Durban; Ibrido; ZAR 500.000 - 800.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote work

Medical and dental coverage

Leadership development and career prog

Descrizione del lavoro

Placements24 in Durban, South Africa, seeks a Lead Customer Experience Representative to head a remote support team for our logistics software. You will set service standards, handle complex escalations, and drive customer retention from your home office.

The role requires strong leadership, B2B customer-service background, and the ability to analyze feedback and collaborate with sales, operations and product teams to continuously improve the customer journey.

Competenze

• Minimum of 5 years in customer service or customer support roles with at least 2 years in a leadership or supervisory capacity.
• Experience in logistics, supply chain, or B2B software is highly desirable.
• Strong leadership, coaching, and team management skills.
• Excellent problem-solving, decision-making and conflict-resolution abilities.

Mansioni

• Lead, mentor, and manage a team of remote customer experience representatives, fostering a high-performance culture.
• Set and monitor KPIs for the customer support team, ensuring SLAs are met or exceeded.
• Handle high-priority customer escalations, providing expert-level support and resolution.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Oversee the creation and maintenance of customer support documentation, training materials, and internal knowledge bases.
• Analyze customer feedback, support metrics, and team performance data to identify trends and areas for improvement.
• Collaborate with sales, operations, and product development teams to ensure a cohesive customer experience.
• Train new team members and conduct ongoing training on product updates and service protocols.
• Ensure compliance with company policies and procedures across all support interactions.
• Champion customer-centric initiatives throughout the organization.

Conoscenze

Leadership

Team management

CRM systems

Data analysis

Customer experience

B2B software

Formazione

Bachelor's degree in Business Administration

Bachelor's degree in Logistics

Strumenti

HubSpot

Salesforce

Helpdesk software

Descrizione del lavoro

About the Role

Our client, a leading innovator in the logistics and supply chain sector, is looking for a Lead Customer Experience Representative to spearhead their remote customer support operations. This is a critical, fully remote role focused on elevating the customer journey for clients utilizing sophisticated logistics software. You will be responsible for leading a team of representatives, setting high standards for service, and directly handling complex client escalations. The ideal candidate possesses a strong background in customer service management, particularly within B2B environments, and a passion for optimizing operational efficiency. This position offers the chance to make a significant impact on customer retention and satisfaction in a fully remote capacity, allowing for flexibility and autonomy. You will be a key player in shaping our client's service delivery from your home base, contributing to our success in Durban, KwaZulu-Natal and beyond.

Key Responsibilities

• Lead, mentor, and manage a team of remote customer experience representatives, fostering a high-performance culture.
• Set and monitor key performance indicators (KPIs) for the customer support team, ensuring service level agreements (SLAs) are met or exceeded.
• Handle high-priority customer escalations, providing expert-level support and resolution.
• Develop and implement strategies to enhance overall customer satisfaction and loyalty.
• Oversee the creation and maintenance of customer support documentation, training materials, and internal knowledge bases.
• Analyze customer feedback, support metrics, and team performance data to identify trends and areas for improvement.
• Collaborate closely with sales, operations, and product development teams to ensure a cohesive customer experience.
• Train new team members and conduct ongoing training for existing staff on product updates and service protocols.
• Ensure compliance with company policies and procedures across all support interactions.
• Champion customer-centric initiatives throughout the organization.

Requirements

• Minimum of 5 years of experience in customer service or customer support roles, with at least 2 years in a leadership or supervisory capacity.
• Proven experience in the logistics, supply chain, or B2B software industry is highly desirable.
• Exceptional leadership, coaching, and team management skills.
• Strong understanding of customer experience principles and best practices.
• Excellent problem-solving, decision-making, and conflict-resolution abilities.
• Outstanding communication and interpersonal skills, both written and verbal.
• Proficiency with CRM systems (e.g., HubSpot, Salesforce) and helpdesk software.
• Ability to work autonomously and manage a remote team effectively.
• Bachelor's degree in Business Administration, Logistics, or a related field is preferred.
• Demonstrated ability to analyze data and derive actionable insights.

Benefits

• Annual salary of R .
• Fully remote work arrangement with flexible hours.
• Comprehensive medical and dental coverage.
• Opportunities for leadership development and career progression.
• Generous vacation and paid sick leave.
• Annual performance bonus.
• Access to a robust online learning platform.
• Company-provided equipment for home office.
• Retirement savings plan contribution.
• Employee assistance program for mental and physical well-being.