Contact Center Leader at Aramex South Africa

Job Purpose

• To manage the daily operations of the digital customer experience team through training and monitoring the team to achieve the highest level of quality and productivity

Key Responsibilities

• Manage all agents and digital customer experience platforms in all branches. (Platforms: MessageBird or similar, Facebook, X (formerly Twitter), Instagram, Tik Tok and others.
• Has intimate knowledge of customer needs and ability to provide solutions.
• Work with Customer Experience Executive, to develop and implement service initiatives to improve the customer experience.
• Adhere to customer service policies and procedures to maximize the customer satisfaction in every customer transaction.
• Analyse sources of service failures, identify probable route causes and recommend solutions.
• Continuously encourage the team to solve customer enquiries and complaints, first contact resolution.
• Manage major customer complaints escalations and ensure timely resolution.
• Develop and coach the team on how to deal with customer requests, enquiries, and complaints.
• Monitor daily performance of agents in terms of number of tickets, transactions, chats and or responses on social media.
• Manage daily agents performance through first response measures and resolution measures
• Handle overflow queries and or tickets.  
• Adequate resource allocation and work force planning on a daily/weekly/monthly basis.
• Planning team shifts and leave days, with other team leaders.
• Resource management, people and equipment.
• Updating of monthly performance management sessions of agents.
• Resolve standard customers’ requests and route issues that require follow-up to customer service, commercial and operational teams.
• Collaboration with other departments in the business to resolve customer queries, issues or complaints.
• Communicates and delegates customer inquiries/messages/feedback to relevant team members.
• Provide superior customer experience to all customers, through the digital team.
• Handle escalated queries from branches, agents and clients (Backline)
• Typical Queries - Track & Trace, bad address shipments, copy proof of deliveries and verbal delivery details etc.
• Implementation of processes and procedures where required to enhance the agent workflow and customer experience, and enforcement of these processes and procedures.
• Ensuring teams follow query escalation and investigation procedures by creating Global Case tickets or similar.
• Ensuring all customer inquiries is answer, resolved, closed or directed to the right branch, team or department.
• Continuous training and coaching on appropriate customer engagements and world class service experience.
• Developing training materials and role play scenarios to enhance agent output and customer experience.
• Industry benchmarking of all digital customer experience platforms and working towards enhancing tools and processes to deliver exceptional customer experience.

Related Procedures

•  Adhere to all related policies and documented procedures.

Minimum Requirements

• Minimum requirement is a Matric (Grade 12) qualification.
• Degree or similar qualification and/or experience
• Excellent communication skills.
• Customer Centric Personality.
• Well versed on social media and digital customer service tools.
• Previous proven experience in a live chat or digital communication team.
• Minimum 5 - 7 years’ experience in customer services/ customer experience environment.
• Minimum 5 - 7 years’ team and individual management experience

Skills

• Exceptional Communication - Written & Verbal
• Customer Focus
• Problem solving
• Query handling skills
• Multi-Tasking and organizational skills
• Leadership
• Planning and organising