Customer Experience Lead at HR-on-Wheels

Job Brief

The Customer Experience Team Leader will be responsible for leading, coordinating, directing, and motivating the customer experience team to deliver a world-class customer experience to Reja Reja customers. You will use your exceptional leadership skills and drive to create retention plans aimed at boosting order generations, customer satisfaction, In-App service transactions and motivate the team to achieve the set targets.

Responsibilities

• Facilitate orders generation and In-App service usage by instructing team members to inform existing customers about our product and services and offering alternatives and encouraging them to make sales.

• Drive the digital migration objective through customer education on our RejaReja App and collect customer feedback for improvement of the platform.

• Take ownership of customers issues and follow issues through to resolution

• Inform customers about all Reja Reja products and drive our value proposition.

• Analyze statistics and compile accurate reports

• Continuously drive product knowledge, customer education for effective customer support and orders generation through training, refreshers, coaching, and mentorship, and continuous knowledge assessments to enhance upselling/cross-selling capabilities.

• Follow up on customers orders and ensure that they are successfully delivered to them in due time.

• Follow up sales delivery to customers and inquire about their user experience of goods purchased, making use of their feedback in rating customer satisfaction.

• Ensure proper documentation in the information system within the stipulated time and ensure accuracy.

• Manage team occupancy and utilization to ensure optimal productivity for revenue generation.

• Interact closely with other team members in the course of work to ensure that everyone is carried along and updated on work progress in order to achieve maximum results.

• Ensure that customers are treated cordially and are held in high esteem in order to make them patronize the company continuously.

• Frequently review, update and communicate call center scripts, SOPs, and processes in line with changes in our operations/products and services.

• Create good relationships with team members and motivate them to put in their best to work in order to achieve maximum results.

• Evaluate sales records periodically to make balances and ensure that sales figures tally with the number of products sold.

• Oversee quality assurance function processes and performance management to identify training needs and overall areas of improvement. 

• Coach team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skills.

Qualifications and Requirements

• A Degree preferably in Business Management Studies, Business Administration or any other relevant field from a reputable institution.

• 5+  years of work experience as a lead or supervisor in a Customer Experience team or call center team.

• Working knowledge of customer service software, databases and tools

• Awareness of industry’s latest technology trends and applications

• Demonstrate a high-performance track record in leading and achieving performance goals in a busy call center environment.

• Exceptional motivational skills to mentor and bring out the best in team members while focusing on excellent customer experience.

• Exhibit good marketing, strong client-facing and skills

• Advanced troubleshooting and multi-tasking skills

• Customer service orientation

• Excellent presentation skills, communication, analytical, critical thinking, and problem-solving skills.

• Good managerial skills to lead the team successfully and can work with different stakeholders in different departments.

• Ability to make good sales decisions.

• Should be flexible and adaptable to a fast-paced environment.