TEAM LEAD CUSTOMER EXPERIENCE @ OLD MUTUAL UGANDA
The Team Lead Customer Experience at Old Mutual Uganda will play a crucial role in enhancing our customers' journey and ensuring high levels of satisfaction. You will lead a dedicated team of customer service professionals, fostering a culture of excellence and continuous improvement. The role involves analyzing customer touchpoints, identifying areas for growth, and implementing strategies to resolve issues efficiently.
You will serve as the voice of the customer within the organization, driving initiatives that align our services with customer expectations and company values. By monitoring performance metrics and gathering customer feedback, you will guide your team in delivering superior service. This position requires a leader who is passionate about customer satisfaction and capable of motivating a team to achieve high standards.
You will serve as the voice of the customer within the organization, driving initiatives that align our services with customer expectations and company values. By monitoring performance metrics and gathering customer feedback, you will guide your team in delivering superior service. This position requires a leader who is passionate about customer satisfaction and capable of motivating a team to achieve high standards.
Key Requirements
Bachelor's degree in Marketing, Communications, or a related field.
Significant experience in customer service or customer experience management.
Leadership experience in managing and motivating a team.
Strong interpersonal and conflict-resolution skills.
Ability to analyze customer feedback and implement improvements.
Proficiency in CRM software and customer support tools.
Excellent verbal and written communication skills.
Customer-centric mindset with a passion for service excellence.
Ability to multitask and prioritize effectively.
Knowledge of insurance industry standards and practices.