Customer Experience Manager (JB4978)

apartmentKontak Recruitment placeJohannesburg calendar_month1/9/25

Location: Randburg

Salary: R35,000 R50,000 per month

We are seeking an experienced and proactive Customer Experience Manager to lead the development and implementation of strategies that enhance customer interactions and satisfaction. In this dynamic role, you will be responsible for designing and optimizing systems and processes that ensure seamless customer journeys.
Working closely with cross-functional teams, you will implement new technologies, improve existing systems, and drive customer satisfaction through innovative solutions.
Key Responsibilities:
System Implementation and Optimization:
Lead the implementation of CRM and IVR systems to streamline customer interactions. Enhance the IVR system to ensure efficient call routing and improve key performance metrics.
Data Analysis and Reporting:
Develop processes to track, analyze, and report on metrics such as call volumes, resolution times, and customer satisfaction. Use insights to refine processes and enhance service delivery.
Collaboration and Process Improvement:

Work with IT, sales, and customer support teams to identify opportunities for system and process improvements. Coordinate training programs to align teams with client-centric goals.

Technology Upgrades and Transition Management: Introduce and manage new technologies or upgrades, ensuring smooth implementation with minimal disruptions.
Customer Satisfaction Strategies:

Design and execute initiatives to improve customer satisfaction. Monitor feedback and use data-driven approaches to proactively address concerns and refine processes.

Staff Support and Mentorship: Train and mentor call center staff, fostering a culture of professional growth and client-focused service.

Requirements: Proven experience in implementing call center systems and CRM solutions with a focus on improving customer experiences.

Strong analytical skills with the ability to interpret data and develop actionable strategies.
Familiarity with IVR systems and performance optimization using metrics.
Exceptional leadership, communication, and organizational abilities.
A problem-solving mindset with a passion for delivering outstanding customer service.
Previous experience in the education sector is advantageous.

Proficiency in data visualization tools and reporting software is a plus.

electric_boltImmediate start

Care Workers

apartmentRaydenhygienserviceplaceJohannesburg (CA)

Our clients has vacancies available for 3 Care Givers. The position of Care Givers is part of an integrated team of people working within an established and agreed framework attending to the personal needs of residents. Requirements: Qualification...

thumb_up_altRecommended

General Workers

apartmentLionheart Marketing CompanyplaceJohannesburg (CA)

The general sales worker is responsible for providing exceptional customer service, driving sales, and ensuring the overall satisfaction of customers. This role requires effective communication skills, product knowledge, and the ability to build...

check_circleNew offer

IT Technician Tier 2 (Remote)

apartmentIntelligent Technical SolutionsplaceJohannesburg (CA)

Job Description: Join Intelligent Technical Solutions, a dynamic and growing company, as our IT Technician II. We're looking for a collaborative problem-solver with excellent customer service skills and a detail-oriented mindset. In this role,...