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Customer Experience Manager
Time PersonnelPaarl, South Africa4 days ago
Job descriptionThe CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion Managing and monitoring all customer tickets to prevent overdue issues. Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate closely monitoring verified strike dates to ensure timely collections and accurate payment tracking. Ensure that all team members are properly trained and continuously upskilled to meet performance standards Ensure that document collection is prioritized and executed efficiently Oversee the handling of cancellations with the objective of retaining clients Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly Conduct regular one-on-one sessions with department members Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies Analyse performance metrics from the previous day to identify trends and areas for improvement
REQUIREMENTS
- Matric
- 3 â 5 yearsâ experience in a similar role
- Tech-savvy, able to navigate and utilize various software programs effectively (e.g. Freshdesk, FinWise, Google Sheets)
- Proficiency in ticketing systems is required
- Strong leadership and communication skills with a hands-on approach to problem-solving
- Proven experience in customer relations or client services, preferably in financial services or collections
- Analytical mindset with the ability to interpret data and translate it into actionable insights
- Familiarity with reporting tools and systems
DUTIES
Salary : R negotiable dependent on experience
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Customer Experience Manager • Paarl, South Africa
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