Customer Engagement Manager

Customer Engagement Manager
ikeja, South Africa

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
May 12, 2021
Last Date
Jun 12, 2021
Location(s)

Job Description

ikeja is looking for an experienced Customer Engagement Manager to join our team in Johannesburg. In taking on this role, you will be joining a talented and passionate team who are intrinsically motivated by the fact that we exist to remove the financial barrier to true unlimited internet access for those in the townships of South Africa - while providing the absolute best customer service and experience possible.

ikeja has a culture of innovation, urgency, frugality and perfection and is lead by founders who are relentless in creating a company that dominates the segment and controls the township connectivity ecosystem. We’re looking for people who are inspired by this mission and who can help us achieve it.

At ikeja, we believe in providing more than just a quality wireless internet solution we’re dedicated to building and empowering the communities which we serve, by equipping them with the accessibility required for their personal and professional development.

The Role

We are seeking a dynamic, flexible and proactive Customer Engagement Manager to spearhead our customer service strategy, oversee and manage our Customer Engagement team and execute on a range of duties related to this critical role.

Our customers are at the heart of everything we do at ikeja. As such, this role demands that you be hands-on as well as actively and wholeheartedly dedicated to driving customer success throughout all levels of the business.

As part of this role, you will also be required to consistently innovate in pursuit of and dedicated to the continuous improvement and evolution of the customer success function.

This role will require you to have strong interpersonal and relationship building skills and demand that you work as an effective team member and leader of the Customer Engagement team. If you are highly energized, value autonomy and able to work well in an ambiguous and fast-paced environment then this is probably the role for you.

At ikeja we aim to deliver on our promise - to create the best possible experience for our customers - and we are seeking a talented individual who can execute on this vision. If you think you are capable of this we would love to hear from you!

Responsibilities of the role

  • Lead all day-to-day customer engagement related tasks for the company
  • Day-to-day management of the Customer Engagement team:
    • The role will encompass mentoring, supporting, educating, nurturing, and driving the team to success
    • Nurture an environment which allows the Customer Engagement team to excel through support and empowerment
    • Manage the team's roster
    • Skills mapping of current and new team members
    • Training the team especially on new updates/ SOPs
    • Work closely with the Head of Human Operations to manage, promote and reward performance within the team
    • Assist the Head of Human Operations in the recruitment process for any Customer Engagement vacancies
  • Work closely with the Chief Operating Officer (COO) on high-level projects related to customer success
  • Conceptualize, develop and implement service procedures, policies and standards; one of your first tasks in this role will be improving and streamlining the call centre component of the business
  • Manage day-to-day Customer Engagement platforms, including but not limited to:
    • Facebook
    • SMS
    • Live chat
    • Google Reviews
    • Telephonic
    • Emails
    • WhatsApp
  • General complaints management as well as taking control and ownership of the escalation process:
    • Communicate with customers investigate queries
    • Adopt a solutions-driven approach to addressing customers
    • Communicate with all relevant stakeholders to make any issues known
    • Follow up with any relevant stakeholders until issue is resolved
    • Resolve queries (seeing issues and problems through to resolution)
    • Documenting and maintaining a digital log of issues and resolutions
  • Proactive and reactive monitoring of customer satisfaction, loyalty and retention
  • Actively seek new means of attracting and retaining ikeja customers
  • Keep ahead of industry developments and apply best practices to areas of improvement
  • Fully live out the ikeja values and drive the ikeja culture across the business

Requirements

Requirements for the role

  • Matric
  • Tertiary Education or Bachelor’s degree in related or similar field is preferable
  • Must be computer literate
  • Must have own reliable transport and committed to putting in the hours to build and take the team to the next level
  • Must possess s

Job Specification

Job Rewards and Benefits

ikeja

Information Technology and Services - Cape Town, South Africa
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