Shaze Lead Customer Experience

The role of Customer Experience Lead is to develop and lead an organisational wide transformation programme to embed and enable a culture of customer excellence. This role will be responsible for the day to day operation of Customer Experience team, including rostering, ongoing development programmes and ensuring an exceptional experience is provided to all customers.
• Develop an organisational wide communication and training plan to improve the overall culture towards excellence in customer service.
• Implement, manage and maintain a wide customer database to record current details and points of contact throughout the organisation.
• Develop and maintain a knowledge base to house relevant information to be used by our customer experience Representatives.
• Develop and maintain Customer Experience policy and procedure documents for all reactive channels, including scripts, to ensure customer contact is handled in a quality and consistent manner by Customer Experience representatives
• Ensure Customer Experience Representatives have the training, tools and engagement to provide a quality and consistent experience across all customer touchpoints
• Day-to-day operational management of our Customer Experience Representatives.
• Introduce and report on qualitative and quantitative KPI's, including quarterly 'mystery shops' to measure and maintain consistency of customer service delivery.
• Continuously look for opportunities to enhance service delivery, improve processes and increase the capabilities of the Customer Experience (Store) Team.
• Build strong and effective relationships across all teams in order to identify and develop further opportunities for improvement for customer experience.
• Identify opportunities for improvement, including liaising with IT and other support services, to identify potential options and to present these to management for consideration (as appropriate).
• Work along finance team to ensure payment transactions are carried out and reconciled effectively by store Representatives
• Actively seek, record and follow through on all customer feedback.
• Investigation of customer service related complaints to ensure they are resolved within the agreed deadlines, and take action to resolve customer problems before they escalate.
• Coordinate rosters for the Customer Experience team to ensure customer touchpoints are adequality resourced.

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