Head of Customer Experience (CX)
Umhlanga, South Africa
5d ago

We are keen to find an experienced Head of Customer Experience to run our Customer Service Department and ensure our customers experience a great end to end journey.

Purpose of the role :

In this role, you will manage a team of Customer Service / Retentions Agents and oversee the customer experience journey.

You must be able to adapt to technological changes and guide the company's customer services in a quickly evolving digital world.

You will play a key role in driving higher customer satisfaction (NPS) and higher customer retention, which will lead to significant profit growth.

Key Performance Areas

Driving Customer Satisfaction

  • Implementing protocols and processes to provide our customers with great service efficiently and consistently
  • Analysing and interpreting customer interaction data to optimize customer service
  • Monitoring customer insights and social media data and consolidating data from various input sources
  • Implementing corrective actions to mitigate against customer service failures
  • Working with managers in other departments to ensure our customers have a consistently positive experience with us
  • Ensuring all customer service-related issues and queries are resolved quickly and professionally in an omni-channel environment
  • Enforcing SLA's and adherence to deadlines
  • Overseeing the hiring, orienting, and training of customer service, retention, and insights agents
  • Providing general management support for the customer services and retentions team
  • Conducting regular performance reviews and managing team performance
  • Ensuring ongoing coaching and development is provided to agents
  • Assessing skills gaps for ongoing learning
  • Overseeing compliance within the department and embedding a culture of regulatory compliance and courteous, professional customer interaction
  • Drafting and submitting professional management reports
  • Improving Customer Retention

  • Liaising with our Product Department to align on customer retention improvement strategies using customer analysis
  • Saving customers who wish to cancel their products
  • Reinvigorate clients that stop paying (improving lapse rate)
  • Requirements :

  • Bachelors' degree preferred (Business Administration or similar) or at least 10 years work experience in a managerial role in Customer Services / Relations and Insurance
  • RE1 advantageous
  • A minimum of 5 years of people leadership experience in building, developing, and managing high performing teams
  • Excellent service skills and business acumen with the ability to communicate fluently in English (written and verbal) with enthusiasm and drive
  • Experience within the insurance industry and knowledge and understanding of insurance related legislation and regulatory compliance requirements
  • Experience in leveraging technology to driver better customer experience
  • Experience in journey mapping, customer experience design
  • Salary : A market related cost to company is on offer for the right candidate.

    NB : Thank you for choosing Talksure as your employer of choice. Please note that if you do not hear from us within 30 working days after the closing date of the advert, please regard your application as unsuccessful.

    We wish you well in your future endeavors.

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