mx0x Contact Center Leader at Aramex South Africa November, 2023 | MyJobMag
 
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  • Posted: Nov 28, 2023
    Deadline: Not specified
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    Aramex is a provider of comprehensive logistics and transportation solutions. Established in 1982, as an express operator, Aramex rapidly transformed itself into a global brand recognized for its customized services and innovative multi-product offering. Our range of services includes international and domestic express delivery, freight forwarding, integrated logistics solutions, consumer retail services, and e-commerce solutions. At Aramex, our unique business model and commitment to innovation drive every strategic decision
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    Contact Center Leader

    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

    Method of Application

    Interested and qualified? Go to Aramex South Africa on careers.aramex.com to apply

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