You will be joining our Customer Care Team to add your leadership expertise + skills to the delivery of customer excellence.
Your Role You will be responsible for leading, directing + optimizing your customer care team (CCL) to continuously provide customer excellence + sustainable growth across your scope of responsibility. Your Responsibilities You will do this by working with a variety of internal + external stakeholders while focusing on the following key objectives:
• To deliver + reinforce our CCL core competencies.
• To conduct regular conversations with all direct reports to discuss + ensure traction on delivering performance + development goals.
• To ensure the best-in-class customer onboarding + relationship management.
• To focus on continuous improvement of processes + controls, ensuring complete + correct customer contact data, service data + changes in our systems including customer reporting for SME customers.
• To conduct daily + weekly stand-up meetings with your team to identify + resolve business issues.
• To focus on continuous improvement of processes + controls, including customer complaint management + service recovery, aiming for a consistent delivery + fulfilling the customer promise.
• To anchor the usage + improvements of CCL core systems.
• To drive customer adoption of our eco-system.
Your Skills and Experiences
Post Graduation is mandatory.
Excellent Communication & Presentation skills.
6-8 years of relevant experience in team handling role.
