Customer Experience Lead

Job Description

Team Leadership

• Lead and provide on-the-floor support to customer care representatives and act as the first line of escalation for client support.
• Hold weekly meetings with the customer care team, identify emerging issues and keep track of action points.
• Ensure the team has the necessary tools and resources for efficiency and effectiveness.
• Ensure quality standards are maintained in client calls, emails and all interactions through random checks, audits and regular monitoring.
• Continuously monitor individual performance metrics and take corrective action when necessary to maintain productivity and service quality.
• Oversee the management of systems e.g Phone and Bulk SMS systems ensuring they are used effectively and report any challenges or issues
• Ensure the proper onboarding of new team members, with training and guidance on company processes, customer service and system usage.

Report & Data

• Maintain a database of all collection clients and act as the contact person for all their queries
• Ensure all contracts for clients are up to date, signed and operational
• Responsible for measuring customer care key results, preparing reports and performing customer care quality analysis (e.g. customer satisfaction).
• Monitor and report lapses in delivery of services to clients and suggest solutions to management.
• Create and analyze reports, like cancellations, missed calls and complaints.

Client Relationship

• Conduct courtesy calls and visits to clients to improve the overall customer experience.
• Coordinate and conduct waste separation trainings to clients
• Handle client cancellation requests.
• Coordinate with the user departments to ensure client queries are addressed in a timely manner.
• Assist with client events or site visits when requested.
• Assist the company in clients’ debt collection efforts by following up on clients with long overdue debts as advised by the accounts team until payment is done.
• Handle assigned client accounts and act as the client’s account manager, ensuring the highest customer satisfaction.
• Handle any other duties as assigned by the management.

Requirements

• Degree in business studies, public relations, social studies, environmental studies or a related field.

Knowledge and Skills

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving abilities.
• In-depth knowledge of customer service best practices
• Strong organizational skills and attention to detail.