Customer Experience Lead at Amitruck

Job Purpose 

The Customer Experience Lead will be responsible for the identification and development of all culture, process, and performance improvements and efficiencies for the customer and for leading and developing a team, who typically delivers customer interactions across multiple channels. The role holder's primary objective is driving the vision for consistency in customer support standards. They shall be accountable for shaping and delivering the business’s consumer service propositions in order to drive the overall performance of Amitruck.

Job Responsibilities 

Drive Amitruck’s strategy and approach to customer experience

• Be the chief customer experience champion at Amitruck
• Identify, design, and implement strategic opportunities to enhance the customer experience for Amitruck’s stakeholders (customers and trucking partners)
• Identify, design, and implement strategic opportunities to share customer experience insights with Amitruck’s stakeholders (customers and trucking partners) with the Amitruck team
• Identify, recommend, or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Draft and implement the department’s budget - ensuring the needs of the department are correctly prioritized.

Ensure Amitruck’s customer service processes are outlined, followed, and measured 

• Develop, update, implement and manage all customer support operations policies, procedures, standards, and strategies
• Implement and maintain business continuity processes for all customer support services
• Manage the periodic reporting and analysis of all customer support issues with stakeholders and share weekly insights to support decision making
• Measure the effectiveness of all customer service approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence.
• Ensure all customer complaints are addressed adequately and within the agreed Service Level Agreements and continuously improve on complaint resolution times and mechanisms
• Orchestrates continuous improvement of the customer experience through the formulation or constant improvement of the approaches and strategies applied by the team.
• Ensure data confidentiality is maintained for all data handled by the customer experience team.

Manage Amitruck’s customer service team 

• Strategically lead and develop a customer-centric team to enhance performance by setting clear accountable performance measures.
• Supervise, Recruit, Coach, mentor, and appraise the performance of the customer experience team.
• Develop and implement training and quality assurance programs for new hires and experienced employees.
• Ensure all channels of customer support are optimally staffed and all necessary resources are available for optimal performance as per budgets
• Ensure quality assurance within the customer support team in all customer support channels
• Manage outsourced staff in a call center (if any) and ensure optimal balance between outsourced and in-house staff for call center operations.
• Ensure Amitruck’s customer experience strategy and practices are properly aligned with other stakeholders (internal and external).
• Any other duties as assigned by the Head of operations.

Educational Qualifications, Knowledge & Experience

• Relevant bachelor's degree qualification (ideally with customer service qualifications)
• Minimum of 5 years and proven experience within a challenging commercial customer support environment of which 2 years should be at the managing supervisory level
• Experience in building and supporting multi-channel customer support (ideally in a company with operations in multiple countries)
• Experience working with customer support management systems; CRM and ticketing systems is essential
• Experience in developing and refining processes to improve efficiency and the experience of customers.
• In-depth knowledge of call center and customer service principles and practices
• Proficiency in MS Office applications data analytics and reporting
• Sound understanding of confidentiality and data protection legislation