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Customer Experience Lead
19 hours ago
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.
- 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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Customer Experience Head
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