Customer Experience Manager

7 days ago


Lahore, Punjab, Pakistan beBee Careers Full time

Job Description:

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We are seeking a highly motivated and customer-focused individual to oversee and enhance our customer service operations. This role is responsible for managing customer interactions, ensuring prompt and effective responses, resolving complaints, and improving overall customer satisfaction.

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The ideal candidate will have strong leadership skills, excellent communication abilities, and a proven track record in customer service management.

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Key Responsibilities:

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  • Oversee the customer response team to ensure timely and accurate handling of inquiries, complaints, and service requests.

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  • Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer satisfaction.

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  • Monitor and analyze customer feedback, identifying trends and areas for improvement.

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  • Work closely with cross-functional teams, including sales, marketing, and operations, to ensure a seamless customer experience.

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  • Train, mentor, and support customer service representatives to improve service quality and team performance.

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  • Utilize CRM software and other customer service tools to track interactions and improve response times.

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  • Handle escalated customer issues and ensure satisfactory resolutions.

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  • Prepare and present reports on customer service performance metrics.

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  • Stay updated on industry trends and customer service innovations to continuously enhance processes.

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Requirements:

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  • Bachelor's degree in Business Administration, Customer Service, Communications, or a related field.

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  • Proven experience in a customer service leadership role.

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  • Strong customer satisfaction, communication, and customer service skills.

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  • Strong problem-solving skills with the ability to handle difficult customer interactions professionally.

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  • Analytical skills and account management experience.

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  • Excellent verbal and written communication skills.

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  • Ability to work well under pressure and prioritize tasks.

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Employment Type:

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Full-time

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Seniority Level:

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Mid-Senior level

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Job Function:

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Management and Manufacturing

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Industry:

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