The Customer Service Excellence Lead will be responsible for leading a technical team in providing exceptional customer service throughout the entire customer journey, with a focus on the call centre operations. This role requires strong leadership skills, technical expertise, and a passion for delivering outstanding service to customers.

Key Responsibilities:

Team Leadership:

• Lead and manage a team of customer service professionals, providing guidance, support, and coaching to ensure team members are motivated and perform at their best.
• Set performance objectives, monitor progress, and conduct regular performance reviews to drive continuous improvement within the team.
• Foster a positive and collaborative team culture, promoting open communication and knowledge sharing.

Customer Journey Management:

• Oversee the end-to-end customer journey, with a particular focus on the call centre operations.
• Develop and implement strategies to ensure consistent and exceptional customer experiences throughout all touchpoints, including phone, email, and other communication channels.
• Identify areas for improvement in the customer journey and work cross-functionally to implement solutions that enhance customer satisfaction and loyalty.

Technical Expertise:

• Possess a strong understanding of the technical aspects of the company's products or services, ensuring the team is equipped to handle customer inquiries and technical issues effectively.
• Stay updated on industry trends and best practices related to customer service and contact centre operations, and implement relevant strategies to improve service quality and efficiency.

Performance Monitoring and Reporting:

• Develop and maintain key performance indicators (KPIs) to track the team's performance and identify areas for improvement.
• Regularly analyse and report on customer service metrics, such as response times, resolution rates, and customer satisfaction scores, providing insights and recommendations to senior management.

Customer Escalations:

• Handle escalated customer issues that require expert attention, ensuring prompt resolution and customer satisfaction.
• Collaborate with other departments, such as product development or operations, to resolve complex customer problems and prevent future escalations.

Requirements:

• Bachelor's degree in business, management, or a related field (preferred)
• Proven experience in leading a customer service or call centre team
• Strong technical aptitude and familiarity with technical support processes
• Excellent communication and interpersonal skills
• Ability to motivate and inspire a team to achieve exceptional results
• Analytical mindset with the ability to utilize data to drive decision-making
• Strong problem-solving and conflict resolution abilities
• Knowledge of customer service software and systems (e.g., CRM, ticketing systems)

If you are passionate about delivering outstanding customer service, possess strong leadership skills, and have a technical background, we would love to hear from you. Apply now to join our team as the Customer Service Excellence Lead and make a positive impact on our customers' experience.