Job ID: 43
Department: Customer Experience and Advocacy
Function: Supervise all activities of the Customer
Reporting to: Head, Customer Experience and 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:
Quality Assurance Monitoring
Implement Service Standards
Advocate for Customers
Service Delivery Performance Measurement
Educational Qualifications and Functional Skills
Minimum 2.1/Upper Credit Bachelor’s Degree in
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, work flow management and
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
Ability to demonstrate a mature understanding of
key business needs.
Excellent documentation and PowerPoint presentation
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.
Ability to optimize work processes
Drives Vision and Purpose
Excellent Decision Quality
here to apply