Website Sabi
Customer Service Lead
Job Purpose
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As a Customer Experience Lead, your responsibility is planning, organizing and monitoring the  Customer Experience team to ensure daily customer satisfaction by optimizing the interaction between Sabi and its clients. As a data analyst, focus is on sharing deep dives and weekly reporting to better guide the business in decision making. Â
Job Responsibilities
- Developing and implementing strategies useful in improving customer relationship, engagement, and satisfaction. Â
- Champion opportunities to consistently Improve Sabi experience.Â
- Drive customer retention, reduce churn, and increase customer satisfaction. Â
- Map the customer journey and identify opportunities to proactively intervene on the customer’s behalf Â
- Guide team in effective client issues resolution and handle any escalationsÂ
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement Â
- Test new strategies for driving customer value Â
- Ensure Mystery journeys and orders are conducted from time to time to monitor the compliance of different teams to the defined SLAs Â
- Continually review and evolve the collection of processes Sabi uses to track, oversee and organize every interaction between the customer and Sabi throughout the lifecycle; Â
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations Â
- Liaise with the Operations and other departments to ensure delivery of high quality products and services Â
- Ensuring surveys are conducted to gather information on customer opinion of rendered services; Â
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operationsÂ
- Liaise with the Operations and other departments to ensure delivery of high quality products and services.Â
- Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience. 
Requirements
Special Skills and Qualifications
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- A bachelor’s degree in marketing, communications, advertising, business management, or in a related field preferred. Â
- At least 5 years’ experience in customer experience and call center or a similar customer support role. Â
- Data driven decision making mentality Â
- Excellent Numerical and Analytical skills using Â
- Proficiency in Microsoft Office (Word, Excel and PowerPoint) tools Â
- Working knowledge of CRMs and other Call Centre Software. Â
- Excellent verbal and written communication skills and presentation skills Â
- Knowledge and experience in communication design Â
- Competency to use relevant computer programs and to deliver creative executions  Â
-  Must be able to manage, inspire and lead people Â
- Able to build and Maintain Relationships Â
- Attention to detail and Multitasking  Â
- Strong client relationship management (customer service skills)Â
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Candidate Specification
- Motivated by the mission of Sabi
- Pragmatic with quantitative and analytical ability and attention to detail
- Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities
- High level of integrity and dependability with a strong sense of urgency.
- A focus on execution. Willing and able to get hands dirty.
- Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method and outcomes yourself .
To apply for this job please visit sabi.zohorecruit.com.
Customer Service Lead at Sabi
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