- Ability to build value-based and profitable relationships with relevant internal stakeholders to ensure high levels of customer satisfaction.
- Actively Managing the Online Sales Portals
- Manage the various teams that address the customers and help them with the company's products and services, whilst also implementing the right processes and practices across the organization for efficiency and profitability.
- Billing Validation and Verification
- Consistently meeting Value proposition - Implement and Manage New Business Channels ensuring increase in customer retention, customer experience and efficient client segmentation.
- Overseeing the compiling of the daily, weekly, and monthly campaign reports, structures, and cascading these to the various stakeholders.
- Weekly update on Channel Insights and Trends.
- Weekly update on Customer Insights: Journey insights, Success stories and Pain points.
- Lead the reporting framework to produce formal reports on functional performance including revenue and customer satisfaction.
- Oversee the Day-to-day associate handling (managing staff, sales and customer services coaching, and process and procedural training of staff.
- Undertake department and staff performance reviews
- Implementation and Measurement of Inbound/Outbound KPIs (AHT, First response Time, FCR, ACW, Idle Time etc)
- Ensuring CX and Sale margins are consistent.
- Measurement and reporting of - Customer retention rate, NPS, CSAT, Average Resolution Time.
- Establish a high standard for productivity, quality, customer service as well as define user guidelines.
- Work Force Management (Effective management of time vs skill, Team roster management, Agent Occupancy and Utilization.
- Ensure that all Policies and departmental Standard Operating procedures are implemented and complied with.
- Manage the tactical execution of the strategy for Customer Success by aligning the operational environment to meet the business outcomes agreed.
- Planning, organising, coordinating, and controlling all contractual obligations
- Handling of Retailer Network Escalations and Reporting
- Handling of escalations and issue handling
- IVR Management.
- Be a part of management business reviews
- Responsible for reporting of process and employees in line with expectations.
- Ability to build value-based and profitable relationships with relevant internal stakeholders to ensure high levels of customer satisfaction.
- Actively Managing the Online Sales Portals
- Manage the various teams that address the customers and help them with the company's products and services, whilst also implementing the right processes and practices across the organization for efficiency and profitability.
- Billing Validation and Verification
- Consistently meeting Value proposition - Implement and Manage New Business Channels ensuring increase in customer retention, customer experience and efficient client segmentation.
- Overseeing the compiling of the daily, weekly, and monthly campaign reports, structures, and cascading these to the various stakeholders.
- Weekly update on Channel Insights and Trends.
- Weekly update on Customer Insights: Journey insights, Success stories and Pain points.
- Lead the reporting framework to produce formal reports on functional performance including revenue and customer satisfaction.
- Oversee the Day-to-day associate handling (managing staff, sales and customer services coaching, and process and procedural training of staff.
- Undertake department and staff performance reviews
- Implementation and Measurement of Inbound/Outbound KPIs (AHT, First response Time, FCR, ACW, Idle Time etc)
- Ensuring CX and Sale margins are consistent.
- Measurement and reporting of - Customer retention rate, NPS, CSAT, Average Resolution Time.
- Establish a high standard for productivity, quality, customer service as well as define user guidelines.
- Work Force Management (Effective management of time vs skill, Team roster management, Agent Occupancy and Utilization.
- Ensure that all Policies and departmental Standard Operating procedures are implemented and complied with.
- Manage the tactical execution of the strategy for Customer Success by aligning the operational environment to meet the business outcomes agreed.
- Planning, organising, coordinating, and controlling all contractual obligations
- Handling of Retailer Network Escalations and Reporting
- Handling of escalations and issue handling
- IVR Management.
- Be a part of management business reviews
- Responsible for reporting of process and employees in line with expectations.
Minimum Grade 12 or Metric or Graduation (Graduation is preferred)
