Customer Experience Advocate

3 days ago

Rawalpindi Cantonment, Pakistan beBee Careers Full time
Customer Advocacy Manager
About the Job:This Customer Advocacy Manager role focuses on driving positive customer experiences by resolving complaints efficiently. Key responsibilities include reviewing cases, analyzing data, and collaborating with teams to achieve SLAs and KPIs. The successful candidate will also develop and implement process improvements to reduce complaints.
Key Responsibilities:
  1. Analyzing case data to inform process enhancements.
  2. Generating reports to track progress and identify areas for improvement.
  3. Collaborating with cross-functional teams to meet customer needs.
  4. Implementing root cause analysis to address complaint drivers.
  5. Communicating regularly with stakeholders on complaint performance.
  6. Developing and executing streamlined complaint resolution processes.
  7. Managing team tasks with clear objectives.
  8. Coaching and mentoring team members to drive performance.
  9. Ensuring customer-centric solutions through collaboration.
  10. Identifying employee learning opportunities.
Requirements:
  • 2 years of experience in a similar position.
  • Deep understanding of customer complaint management.
  • Proven ability to embed process improvements.
  • Advanced analytical and Excel skills.
  • Self-directed and results-oriented individual.
  • Strong attention to detail.

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