Senior Customer Experience Manager

2 weeks ago


Lahore, Punjab, Pakistan beBee Careers Full time
Sr. Manager Customer Service

As a Senior Manager of Customer Service, you will play a key role in driving customer satisfaction and loyalty across the organization.

Key Responsibilities:

  1. Develop complaint handling procedures to ensure seamless customer experience.
  2. Implement effective customer feedback mechanisms and report on findings regularly.
  3. Establish and maintain high standards of customer service by developing policies, procedures, and guidelines.
  4. Collaborate with other managers to identify opportunities for improving customer service delivery.
  5. Work closely with internal departments to optimize complaint resolution processes.
  6. Mentor and support customer service team members to achieve their full potential.
  7. Stay up-to-date with industry trends, products, and services to provide expert advice to customers.
  8. Engage in ongoing professional development to enhance skills and knowledge in customer service excellence.
  9. Deliver exceptional customer service through various channels, ensuring timely and effective issue resolution.
  10. Investigate and resolve complex customer complaints in a fair and efficient manner.
  11. Making informed decisions regarding complaint outcomes.
  12. Issue replacement or repaired products to customers as necessary.
  13. Maintain accurate records of customer interactions and correspondence.
  14. Analyze data to evaluate customer service performance and identify areas for improvement.
  15. Produce informative content for customers through various media channels.
  16. Provide personalized support to customers who require additional assistance.
  17. Pursue any other tasks assigned by management related to customer service.
Job Requirements

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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