Customer Success Team Lead

Rondebosch, South Africa | Posted on 10/04/2023 Our values is nota snapshot of what we are or what we do, they are a set ofinteractive mediums from which we gain direction and confidence ineverything we do at Ecentric. · Provide you withan excellent service · Build greatproducts for you · Consistentlydeliver results · Provide only thehighest standards of service, and · Honour, respectand support everyone in our sphere

Job Description

• Confer with customers by telephone or in person to provideinformation about products or services, take or enter orders, cancel accounts,or obtain details of complaints;
• Keep records of customer interaction or transactions,recording details of inquiries, complaints, or comments, as well as actionstaken;
• Check to ensure appropriate changes were made to resolvecustomers’ problems;
• Contact customers to respond to inquiries or notify them ofclaim investigation results or any planned adjustments;
• Determine charges for services requested, collect depositsor payments, or arrange for billing;
• Prepare change of address records, or issue servicediscontinuance orders;
• Refer unresolved customer grievances to designateddepartments for further investigation;
• Resolve customers' service or billing complaints byperforming activities such as exchanging merchandise, refunding money, oradjusting bills;
• Review insurance policy terms to determine whether aparticular loss is covered by insurance;
• Review claims adjustments with clients, examining partsclaimed to be defective, and approving or disapproving clients’ claims;
• Solicit sales of new or additional services or products;
• Compare disputed merchandise with original requisitions andinformation from invoices;
• Obtain and examine all relevant information to assessvalidity of complaints and to determine possible causes;
• Order tests that could determine the causes of switching productmalfunctions;
• Recommend improvements in products, packaging, shipping,service, or billing methods and procedures to prevent future problems;
• Communicate with supervisors, peers and subordinates;
• Communicate with external stakeholders in a respectfulmanner, and via the correct channels;
• Compiling, categorizing, and verifying information or datareceived by team members;
• Respond to customer enquiries;
• Provide notification to all relevant internal and externalstakeholders relating to any updates, changes ore requests;
• Be able to provide the customer their full attention ineliciting their needs and requirements;
• Be able to competently explain the switching product topotential new customers;
• Be able to competently understand the switching product andservices offered by EPS;
• Demonstrate knowledge relating to principles and methods ofshowing, promoting and selling the switching product and service;
• Create marketing strategy and tactics, product demonstrations,sales techniques and sales control systems; and
• Awareness of business and management principles involved instrategic planning.

Requirements

• A bachelor's degree in a relatedfield;
• Customer Service Experience (3-5years);
• Deep understanding of the Switchinglandscape;
• Experience in managing a team,setting performance expectations, and providing coaching and feedback to teammembers;
• Strong understanding of the switching industry, includingthe products and services offered, industry trends, and competitive landscape;
• Customer Experience (CX) Expertise(2-3 years);
• CX strategies implementation,gathering customer feedback, and making data-driven decisions to enhancesatisfaction;
• Familiar with CX measurement toolsand methodologies;
• Experience in implementing changesand improvements to enhance the customer experience; and
• Vendor and Stakeholder Management(2-3 years).
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