Customer Experience Manager - Southern Suburbs (Cape) at Motorvaps

Description

• We are seeking a passionate and dedicated Customer Service Manager who thrives on enhancing client experiences, particularly within the financial services industry. The ideal candidate will have a strong background in financial services, with insurance experience preferred, along with a genuine motivation fuelled by compliments and positive feedback. An established track record of delivering exceptional customer experiences is essential for this role.

Requirements

• Lead and manage the customer service team to ensure exceptional client experiences.
• Develop and implement strategies to improve customer satisfaction and retention within the financial services sector.
• Oversee the day-to-day operations of the customer service department, including call centre activities.
• Establish performance metrics and goals for the team and track progress regularly.
• Train and mentor customer service representatives to deliver high-quality service tailored to financial services clients.
• Handle escalated customer inquiries or complaints with professionalism and efficiency.
• Collaborate with other departments to resolve customer issues and improve overall processes within the financial services context.
• Stay updated on industry trends and best practices in financial services customer service management.
• Analyse data and feedback to identify areas for improvement and implement necessary changes.
• Foster a positive and motivating work environment that encourages teamwork and excellence.

Requirements:

• Bachelor's degree in business administration, finance, or related field (preferred).
• Proven experience in financial services customer service management or running a call centre within the financial industry.
• Strong leadership skills with the ability to inspire and motivate teams.
• Excellent communication and interpersonal abilities.
• Passion for delivering exceptional client experiences within the financial services sector.
• Ability to handle difficult situations with patience and empathy.
• Results-driven mindset with a focus on continuous improvement.
• Proficiency in customer service software and CRM systems.
• Flexibility to adapt to changing priorities and work under pressure.
• A track record of success in improving customer satisfaction and retention rates within financial services.

If you are enthusiastic about exceeding customer expectations in the financial services industry and leading a dynamic team, we encourage you to apply for this exciting opportunity.