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    • Lead Customer Interaction Manager - Johannesburg - Kontak Recruitment

    Kontak Recruitment
    Kontak Recruitment Johannesburg

    1 month ago

    kontak recruitment background
    Full time

    Job title: Customer Experience Manager (JB4978)

    Description

    About the Role:

    We are seeking an experienced Customer Experience Manager to join our team at Kontak Recruitment. As a key member of our organization, you will play a critical role in shaping our customer experience strategy and driving business growth.

    In this role, you will be responsible for developing and implementing strategies that enhance customer interactions and satisfaction. You will work closely with cross-functional teams to design and optimize systems and processes, ensuring seamless customer journeys.

    Your Key Responsibilities:

    • Lead the implementation of CRM and IVR systems to streamline customer interactions.
    • Develop processes to track, analyze, and report on metrics such as call volumes, resolution times, and customer satisfaction.
    • Work with IT, sales, and customer support teams to identify opportunities for system and process improvements.
    • Introduce and manage new technologies or upgrades, ensuring smooth implementation with minimal disruptions.
    • Design and execute initiatives to improve customer satisfaction.
    • Train and mentor call center staff, fostering a culture of professional growth and client-focused service.

    Your 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.
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