Job Description
Cape Town – Western Cape – South Africa
- Develop detailed customer journey maps, identifying all customer touchpoints.
- Analyse and optimise customer journeys to improve customer experience and satisfaction.
- Collaborate with various departments to ensure a consistent and positive customer experience across all touchpoints.
- Align system capabilities with customer journey objectives.
- Develop requirement specifications, data mapping, and flowcharts for system enhancements.
- Design and document processes focusing on the customer journey and touchpoints.
- Support brand strategy by ensuring a consistent multi-channel customer support experience.
- Develop and maintain a deep understanding of the Company and its Contact Centre solutions.
- Keep abreast of industry trends and developments.
- Meet and maintain all company and team operating procedures and knowledge management requirements.
- Matric essential
- Relevant tertiary qualification or equivalent experience essential
- Strong working knowledge on multiple communication channels essential
- 5+ years of relevant experience essential
- 5+ years of working with relevant technology including Journey Mapping tools, CRMS and general computer literacy essential
- Always act in a way that builds trust
- Follows through on commitments and agreements
- Consistency and trustworthiness
- Function effectively in team situations both within and across departments and external organisations to achieve mutual goals
- Strong communication, collaboration, active listening, and problem-solving skills
- Act with a clear sense of ownership, taking personal responsibility for decisions, actions and failures.
- Follow through on commitments and make sure others do the same.
- The ability to develop detailed Customer Journey Maps that identify all key touchpoints
- Data Analysis: Ability to gather and interpret data regarding customers’ behaviours, preferences, needs, etc.
- Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Problem-Solving: Identifying problems and reviewing related information to develop and evaluate options and implement solutions.
- Listening: Paying full attention to what customers are saying, taking the time to understand the points being made, and asking questions as appropriate.
- Empathy: Ability to understand the customer’s perspective and feelings.
- Verbal, Written and Presentation: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
- Proficiency in Journey Mapping Tools: Familiarity with tools like Microsoft Visio, Lucidchart, or other visualisation and journey mapping software.
- Customer Relationship Management (CRM) Software: Understanding of CRM platforms like Salesforce, Microsoft Dynamics, etc., which can provide valuable customer insights.
- Digital Literacy: Comfortable with digital technology, as much of the customer’s journey is now online.
- Market Knowledge: Understanding of the industry, market trends, and the competitive landscape.
- Product/Service Knowledge: Deep understanding of the company’s offerings to accurately represent them in the journey map.
- Strategic Thinking: Ability to see the big picture and how individual customer interactions fit into the broader goals of the company.
- Ability to manage multiple tasks, timelines, and project components efficiently.
- Manage your own time effectively.
- Collaboration: Working well with a team, as journey mapping often requires input from various departments like sales, marketing, product development, etc.
- Creative Thinking: Using Company products and services to solve customer problem areas.
- Adaptability: Willingness to innovate and adjust strategies based on customer feedback and changing market conditions.
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