Head of Customer Service - Sandton, South Africa - Just Gym

Just Gym

Verified Company

Sandton, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

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Description

Overview

Reference
HCSE - PF001

Salary
ZAR0 - ZAR0/month

Job Location:

South Africa
Johannesburg Metro
Sandton

Job Type
Permanent

Posted
Monday, January 22, 2024

Closing date
29 Feb :59

Planet Fitness is looking for a Head of Customer Service/Experience, who will play a pivotal role in shaping and enhancing our customers' journey.

You will need to lead a dynamic team dedicated to delivering exceptional service, ensuring customer satisfaction,and fostering a positive brand image.

This role requires a strategic thinker with a customer-centric mindset and excellent leadership skills.

They will also need to have a client centric mindset and exceptional skills in implementing change along with creative ideas to ensure that our members are happy.

Key Responsibilities:

1.

Strategic Leadership:

Develop and implement a comprehensive customer service strategy aligned with the company's objectives.

Provide visionary leadership to the customer service team, fostering a culture of excellence and continuous improvement.

Team Management:

Recruit, train, and mentor a highperforming customer service team.

Set performance standards, monitor team metrics, and provide regular feedback to drive individual and collective success.

Process Optimization:

Streamline and optimize customer service processes to ensure efficiency and a seamless customer experience.

Implement innovative solutions to enhance service delivery and resolve customer issues promptly.

Customer Advocacy:

Champion the voice of the customer within the organization.

Establish mechanisms to gather customer feedback and insights, leveraging this information to improve products and services.

Cross-Functional Collaboration:

Collaborate with other departments to ensure a unified and consistent customer experience across all touchpoints.

Work closely with marketing and sales teams to align customer service initiatives with overall business goals.

Quality Assurance:

Implement quality assurance programs to uphold service standards and meet customer expectations.

Conduct regular audits to identify areas for improvement and implement corrective actions

Qualifications:

Bachelor's degree in business, Marketing, or related field; master's degree is a plus.

Proven experience in a leadership role within customer service or experience management.
Strong analytical and problem-solving skills with the ability to make data-driven decisions.
Exceptional communication and interpersonal skills.
Demonstrated ability to drive a customer-centric culture within an organization.
Contact information

Charlese Charles