Customer Experience Lead

19 hours ago


Lahore, Punjab, Pakistan PakWheels Full time

PakWheels.com is committed to delivering exceptional customer experiences, and we're seeking a talented Customer Experience Lead to drive this mission forward.

Key Responsibilities:
  • Collaborate with the Customer Support team to identify areas for improvement and develop strategies to enhance customer interactions.
  • Monitor and evaluate recorded calls to assess adherence to scripts, product knowledge, and customer satisfaction.
  • Provide actionable feedback to agents, highlighting both strengths and areas for development.
  • Analyze key call metrics such as average handle time, first call resolution rates, and customer satisfaction scores to inform continuous improvement initiatives.
  • Design and deliver targeted training sessions to help agents enhance their skills and performance.
Requirements:
  • Bachelor's degree in a relevant field.
  • Proven experience in a call center quality assurance role or equivalent.
  • Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions.
  • Excellent communication and coaching skills, with the ability to provide clear, actionable feedback to agents.
  • Solid understanding of customer service best practices, particularly within a call center environment.


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