
Customer Experience Manager
3 days ago
This role is pivotal in enhancing customer engagement across all touchpoints.
- Maintain and update a complaints dashboard highlighting trends, resolution time, and escalation rate.
- Supervise a team of frontline agents managing omnichannel support (voice, email, chat).
- Mentor agents on effective customer communication, especially when dealing with complaints.
- Identify skill and knowledge gaps within the team.
- Work with Training teams to design and deliver refresher sessions, particularly around complaint handling.
- Customer Satisfaction (%) of customers satisfied post-interaction
- First Contact Resolution (%) of issues resolved in the first attempt
- Average Handling Time Average time per customer interaction
- Net Promoter Score (%) of customers likely to recommend ACE
This role is ideal for a customer-first problem solver with strong communication skills and a customer-centric approach.
Job RequirementsTo excel in this role, you will need:
- Familiarity with customer operations
- Strong communication and interpersonal skills
- A customer-centric approach
We offer a competitive compensation package and opportunities for professional growth.
Other InformationThis role is open to external candidates.
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