CUSTOMER EXPERIENCE MANAGER - Stellenbosch Verfied

R 15000 per month Stellenbosch, Western Cape Stellenbosch, Western Cape more than 14 days ago 29-03-2018 9:24:41 AM
24-05-2018 9:24:41 AM
Customer Experience Manager
STELLENBOSCH
R 15 - 20 000

FAST GROWING ISP based in Stellenbosch is recruiting for a Customer Experience Manager

Reports to: Head of Business Development & Account Management

The Customer Experience Manager function has as an objective to manage, improve and optimise customer loyalty (CLM), customer relationships (CRM) and customer value (CVM).
The net result if done correct is customers who are loyal to the business, have happy efficient relationships and whose profitability contribution to the business is optimised (i.e. spend as much as possible while requiring the minimum spend from the company)

Key Responsibility Areas:
Monitor, analyse and improve customer lifecycle experience processes;
Identify customer experience processes from first interaction until end-of-life;
Interact with the various departments to identify the interaction metrics such as time from quote to installation, time resolve support issues etc.
Monitor customer interactions and the quality thereof e.g. Sales queries; Installations interactions; Support queries;

Manage customer complaint escalations;
Monitor social media channels and respond to customer complaints on these media;
Intercede with customers whose support is escalated through the helpdesk and when the helpdesk can no longer effectively remedy the situation;
Provide feedback to management as to the root cause of these escalations;
Request the GM to interact directly with complaining customers when this is required

Ensure the inter-department cooperation required to ensure a smooth customer experience where customers are handed from one department to the next;
Analyse customer experience failures or requests;
Provide expeditious feedback to the respective departments where or where-between the experience is failing;

Manage customer cancellations, suspensions, value and retain customers;
Improve customer loyalty through initiatives designed to improve the customer’s perception of the business and the service;
Review customer cancellation requests and attempt to retain customers whose reason for cancellation is addressable (bad service, price or product)
Provide statistics on cancellations and retentions;
Sign-off on customer suspensions or take responsibility for addressing the cause with the customer and prevent suspensions;
Identify where extra customer value isn’t being extracted such as value-added services, increased package spend opportunities etc. and provide this information to management for further action;

Identify premium and VIP customers and identify specific support processes with Helpdesk to provide the requisite levels of support to these customers;
Assist management to create clear and concise definitions of VIP and / or Premium customers;
Assist in drafting the rules for managing these customers;
Monitor the experience of these groups of customers;
Interact with these customers when they escalate, and bring to the attention of management should there be problems with the management of these customers;

Interact with clients and feed the information back to the relevant business areas:
Survey customer to gain insight into experience, perception and problems;
Investigate customer complaints and escalations and in severe cases intercede with helpdesk to manage complaints;
Document findings and provide the findings and recommendations to the management and other departmental heads;

Competencies

Calm under high pressure situations
Communication skills (written and verbal)
Problem-solving skills
Ability to work independently
Customer service skills
Ability to work quickly and under pressure
Time management skills