Job Description

Customer Service and Support

Location

Cape Town, South AfricaJob Title:


Customer Experience Lead (NPS/CSAT Champion)



The CSAT/NPS Lead (Champion) is responsible for driving customer satisfaction (CSAT) and Net Promoter Score (NPS) improvement initiatives within a BPO environment. This role involves analyzing customer feedback, identifying key drivers of customer sentiment, collaborating with cross-functional teams to implement action plans, and ensuring continuous improvement in customer experience.

Key Responsibilities:

Develop and implement strategies to improve CSAT and NPS scores across campaigns.


Analyze customer feedback data, identify trends, and provide actionable insights to leadership and operations teams.


Collaborate with Quality, Training, and Operations to address gaps in customer experience.


Design and conduct coaching sessions, workshops, and training programs focused on enhancing customer interactions.


Monitor and track CSAT/NPS performance, providing regular reports and insights to stakeholders.


Lead root cause analysis (RCA) for negative feedback and recommend corrective actions.


Work closely with clients to align CSAT/NPS initiatives with their expectations and goals.


Develop and maintain customer experience scorecards, dashboards, and reporting tools.


Foster a customer-centric culture within the organization by driving engagement and best practices.


Identify and implement process improvements to enhance customer experience and loyalty.

Qualifications & Skills:

Experience:

3-5 years of experience in a customer experience, quality, or operations role within a BPO environment.

Education:

Bachelor's degree preferred but not required; relevant experience in customer experience management may be considered.


Strong analytical skills with the ability to interpret CSAT/NPS data and identify actionable insights.


Excellent communication and presentation skills to engage stakeholders at all levels.


Experience in developing and executing customer experience improvement plans.


Proficiency in data analysis tools, customer feedback platforms, and reporting software.


Ability to work cross-functionally and influence teams without direct authority.


Strong problem-solving skills and experience conducting root cause analysis.


Knowledge of key customer experience metrics and industry best practices.


Familiarity with CRM tools, survey platforms, and customer experience management


Location:


ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town
Language Requirements:


Time Type:


Full time

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