Customer centricity is at the core of everything Yoco does and as a Customer Engagement Lead you will be responsible for providing a productive and motivating working environment to a team of Customer Engagement Representatives to ensure they’re giving the best customer support possible to our Yoco merchants.
Your most important role will be to build and lead a strong team in their development to accomplish desired results that will help our merchants to grow and run their business.
We expect our Customer Engagement Lead will commit to excellent service standards, maintain high customer satisfaction and lead by example by upholding the Yoco values and leadership principles.
Our ideal candidate is someone who loves working with people, has a passion for helping others and creating amazing customer experiences. Someone who is patient, empathetic, and passionately communicative with our merchants, and can lead alongside a team is exactly who we are looking for!
The ideal candidate to be hired by February 2020
ROLE | WHAT YOU WILL BE DOING?
Lead by creating a productive, motivational and prosperous working environment for the Customer Engagement team through active encouragement and empowerment.
Exemplify inclusive leadership attributes through openness, transparency, and trust to enable the Customer Engagement team to thrive.
Be responsible for the mentorship and development of our Customer Engagement Representatives.
Develop, innovate and implement customer support procedures, policies and standards.
Design and set goals and targets for the Customer Engagement Team.
Drive productivity in alignment with both the team and wider organizational goals.
Plan and monitor daily activities within Customer Engagement operations.
Analyze customer support metrics and compile accurate feedback reports to the business.
Keep the unit running in an efficient and profitable manner, to increase customer satisfaction, expectations, and retention.
Responsibilities + Skills
Ability to lead and think in a strategic, solution-driven mindset to solve Yoco merchants pain points.Ability to lead a team in a motivating and inclusive manner.Develop customer satisfaction goals and coordinate with the team to meet them on a consistent regular basis.Awareness of the industrys latest technology trends and applicationsImproving training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
Proven work experience as a leader of a Customer Engagement or similar team unit - a minimum of 3 to 5 years in the e-commerce environment will be an advantage.A Degree in Consumer Studies, Psychology, Business Management or related fields.Be tech-savvy with business tools, have a working knowledge of operating CRM databases and other business tools such as Zendesk, Periscope, and Aircall.
A self-starter, have a positive attitude and manage oneself independently.A drive for delivering high-quality work, and the ability to lead under pressure.Have an obsession with processes and reporting and understand their importance in the growth of the company.