
Senior Customer Experience Manager
2 weeks ago
As a Senior Manager of Customer Service, you will play a key role in driving customer satisfaction and loyalty across the organization.
Key Responsibilities:
- Develop complaint handling procedures to ensure seamless customer experience.
- Implement effective customer feedback mechanisms and report on findings regularly.
- Establish and maintain high standards of customer service by developing policies, procedures, and guidelines.
- Collaborate with other managers to identify opportunities for improving customer service delivery.
- Work closely with internal departments to optimize complaint resolution processes.
- Mentor and support customer service team members to achieve their full potential.
- Stay up-to-date with industry trends, products, and services to provide expert advice to customers.
- Engage in ongoing professional development to enhance skills and knowledge in customer service excellence.
- Deliver exceptional customer service through various channels, ensuring timely and effective issue resolution.
- Investigate and resolve complex customer complaints in a fair and efficient manner.
- Making informed decisions regarding complaint outcomes.
- Issue replacement or repaired products to customers as necessary.
- Maintain accurate records of customer interactions and correspondence.
- Analyze data to evaluate customer service performance and identify areas for improvement.
- Produce informative content for customers through various media channels.
- Provide personalized support to customers who require additional assistance.
- Pursue any other tasks assigned by management related to customer service.
Education: Master's degree in Business Administration or a related field.
Experience: A minimum of 7 years of experience in customer-facing roles.
Location: Information Technology and Services - Lahore, Pakistan.
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