Customer Experience Manager (Service Excellence & Operations)

The role

You will lead the Customer Experience and Social Media teams. You will set service standards, develop SOPs, and train teams to deliver consistent customer service.

What you will do

• Lead and manage the CX, Customer Service and Social Media teams
• Develop, implement and maintain SOPs for enquiries, complaints, escalations and operations
• Train and coach team leads and frontline staff on service standards and procedures
• Review customer calls, chats and social media interactions to improve performance
• Establish workflows, responsibilities, escalation procedures and quality standards
• Monitor service performance, customer satisfaction and SOP compliance

Required qualifications

• 7+ years of experience in customer service operations, contact centre management or customer experience, including team leadership
• Experience in banking, credit card servicing, financial services or other environments with high customer service standards
• Proven experience developing and implementing SOPs, operational workflows and service quality standards
• Hands-on experience training, coaching and managing frontline customer service teams
• Strong understanding of customer complaints, escalations, quality assurance and service performance metrics
• Strong written and verbal communication skills
• Experience managing customer interactions across phone, live chat, email and social media channels

About the company

BJAK is a mobile-first insurance platform started in 2019. The company is expanding to help people with spending, saving, investing, exchanging, and travelling.