iKhokha

About iKhokha

iKhokha is on the lookout for a passionate person to take on the role of Customer Success Team Leader. Do you want to lead the team that is focused on ensuring that our iK customers achieve their desired outcomes while using our product? No pressure! We’re looking for someone focused, data driven, creative and people centric to take on the role. So, what will you do? You will be responsible for leading and motivating the Customer Success Team. You will be required to ensure all Customer Success Specialists are meeting their performance targets by providing coaching and regular feedback. Deal Breakers: Minimum of a matric qualification. Relevant tertiary qualification advantageous. 6+ months experience in specific industry Supervisory experience advantageous. In-depth knowledge of performance metrics for Customer Success Good PC skills, especially MS Excel Sense of ownership and pride in your performance and its impact on company’s success Critical thinker and problem-solving skills Team player Good time-management skills Great interpersonal and communication skills What are we looking for? Encourage positive reviews on social media platforms: Facebook, Hello Peter, Play Stores and Google. Provide unsurpassed customer experience to any queries/issues within the agreed iKhokha SLA. Immediate escalation of critical/technical issues to management. Create monthly strategy for the team to achieve Smart Goals - Work closely with the Support Team Leader to ensure standardized service is rendered throughout both teams. Work with QA Specialist to ensure that proper telephone etiquette and call handling is adhered to. Set clear team goals and targets based on Smart Goals. Oversee day-to-day teams' operation. Daily check in’s with the team to understand their objectives and align those with team targets. Create a motivating work environment and atmosphere. Communicate with team about their performance and implement one on one sessions. Monitor team performance and report on metrics. Motivate and upskill team members. Provide Daily, Weekly and Monthly reporting to Team and Operations Manager. Discover training needs and provide necessary coaching. Listen to team members’ feedback and resolve any issues or conflicts. Plan and help organize team building activities.

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