Job ID: 82
Department: Retail Division
Function: Team Lead, Customer Advocacy Center
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal

Purpose of the Job

• To supervise all activities of the Customer Advocacy Centre, to plan, direct and coordinate in the areas of support, incident, change and problem management.

Expected Key Results:

• Customer Satisfaction.
• Quality Assurance Monitoring.
• Implement Service Standards.
• Advocate for Customers.
• Service Delivery Performance Measurement.
• Workforce Management.
• Any other duties assigned by manager.

Educational Qualifications & Functional Skills

• University Degree in Sciences, Social Sciences acceptable (2.2/Upper Credit)
• Post Graduate degree (MBA, M.Sc., etc.) an added advantage.
• Professional Qualification in Customer experience management an added advantage.

Work Experience:

• Minimum of 5 years of varied experience in customer service with a proven record of driving customer experience improvement and increasing customer satisfaction
• Teamwork - Candidate will need to be a strong team player, who supports their colleagues and share their skills.
• Good interpersonal, workflow management and communications skills.
• Experience in similar roles within IT or Hospitality environment, preferably both.
• Excellent analytical skills and ability to own problems through to resolution as well as being able to analyse statistical data.
• Ability to demonstrate a mature understanding of key Business needs.
• Excellent documentation and PowerPoint presentation skills.
• Good project and time management skills - Ability to work independently and manage one’s time.
• Verbal and written communication skills, problem-solving skills, attention to detail and interpersonal skills.
• Knowledge of business and management principles involved in strategic planning and resource allocation.

Other Requirements:

• Customer Focus
• Tech-savvy
• Action orientation
• Drive results
• Cultivate Innovation
• Ability to optimize work processes
• Resilience
• Self Development
• Nimble Learning
• Ensures Accountability
• Develops Talent
• Drives Engagement
• Drives Vision & Purpose
• Excellent Decision Quality.

Method of Application