AU Customer Experience Execution Lead
The Working Earth Stellenbosch
Youll take ownership of complex CX queries, technical escalations and operational challenges while providing expert guidance to the wider customer service team.
Responsibilities will include: Acting as the SME for complex customer queries and system escalations
Supporting inbound calls, emails and chat during busy periodsHandling customer complaints and escalations professionally
Monitoring CX activity, service levels and performance metrics
Identifying process and customer journey improvements
Developing and maintaining SOPs, knowledge bases and training documentation
Monitoring interaction quality and ensuring policy/process compliance
Working closely with claims and operational teams
Reporting on customer trends, performance and operational challenges
Driving practical improvements that increase efficiency without compromising service quality
Requirements3+ years experience as a Team Lead in a customer service environment
Excellent written and verbal communication skills
Strong problem-solving and analytical ability
Experience working with customer service metrics and reporting
Excellent organisation and prioritisation skills
A proactive, practical and hands-on approach
The ability to build strong relationships across teams
A willingness to become an expert in insurance products, systems and processes
The confidence to work independently and take ownership of operational challenges
Working hours: MondayFriday, 12:00 AM8:00 AM (Australian hours) and is office based.
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