Customer Experience Operations Lead

2 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Job Title: Customer Experience Operations Lead

About the Role

We are seeking an experienced and skilled professional to oversee daily customer experience operations. As a Customer Experience Operations Lead, you will be responsible for ensuring a professional and customer-friendly environment, as well as driving targets and improving overall service quality.

This role requires strong leadership skills, excellent communication and interpersonal abilities, and a solid understanding of MS Excel and reporting tools. You will lead daily operational reviews with a continuous improvement focus and implement innovative strategies to boost sales and reduce operational costs.


Responsibilities
  • Oversee daily customer experience operations, including complaint resolution, financials, and team management.
  • Ensure a professional and customer-friendly environment by enforcing CX policies and technical/service standards.
  • Monitor KPIs, drive targets, and improve overall service quality through data-driven decision-making.
  • Implement innovative strategies to boost sales and reduce operational costs, resulting in increased revenue and improved efficiency.
  • Lead daily operational reviews with a continuous improvement focus, analyzing performance metrics and implementing process improvements.
  • Manage office inventory, stock, and financial reconciliations, maintaining accurate records and ensuring timely resolutions.
  • Upsell GPON products to walk-in customers, leveraging your knowledge of telecom services and sales techniques.

Requirements
  • 3-4 years of front-end experience in telecom (GPON, DSL, WiMAX, HTTF, GSM) is preferred but not required.
  • A strong command over MS Excel and reporting tools is essential for this role.
  • Excellent communication, interpersonal, and organizational skills are necessary to succeed in this position.

About the Opportunity

This full-time employment opportunity offers a challenging and rewarding work environment, where you will have the chance to make a meaningful impact on our customers' experiences. If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer service, we encourage you to apply.


Key Skills:
- Leadership and team management
- Customer service and experience
- Sales and marketing
- Financial management and analysis
- Data analysis and reporting
- Process improvement and optimization

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