Customer Experience Manager (JB4978)
Randburg
R35000 – R50 000 per month

We are looking for a skilled and proactive Customer Experience Manager to lead the implementation of strategies and systems that enhance customer interactions and satisfaction. In this pivotal role, you will focus on developing and optimizing processes, ensuring seamless and efficient client experiences. You will collaborate with cross-functional teams to implement new systems and improve existing ones, ensuring prospective clients are directed to sales for new inquiries and existing clients are routed to customer support for tailored assistance.
Key Responsibilities:

• Drive the implementation of CRM and IVR systems to streamline customer interactions and meet organizational objectives.
• Develop and enhance the IVR system to ensure accurate and effective call routing while tracking and analysing performance metrics to identify areas for improvement.
• Implement processes to gather, track, and report on key metrics, including call volumes, resolution times, and customer satisfaction levels, providing actionable insights to enhance client service.
• Collaborate with IT, sales, and customer support teams to identify and implement system improvements, process enhancements, and training programs.
• Lead the introduction of new technologies or upgrades, ensuring smooth transitions and minimal disruptions to service.
• Design and execute strategies to improve client satisfaction and create a consistent, high-quality customer experience.
• Monitor client feedback, using data to proactively refine processes and address concerns.
• Support, train, and mentor call centre staff to align with a client-centric approach and foster professional growth.

Requirements:

• Proven experience in implementing call centre systems and CRM solutions, with a focus on improving client experiences.
• Strong analytical skills and the ability to interpret data and drive actionable strategies.
• Familiarity with IVR systems and the ability to utilize metrics to optimize performance.
• Excellent leadership, communication, and organizational skills.
• Problem-solving mindset with a focus on delivering exceptional customer service.
• Previous experience in the education sector is highly advantageous.
• Proficiency in using data visualization tools and reporting software is a plus.