Senior Customer Experience Manager

2 weeks ago


Lahore, Punjab, Pakistan beBee Careers Full time
Customer Service Leadership Opportunity
Are you a results-driven leader with a passion for delivering exceptional customer experiences?
This role is designed for individuals who thrive in dynamic environments and have a proven track record of leading high-performing teams to achieve outstanding results.

About the Role
In this leadership position, you will be responsible for guiding a team of customer service representatives to ensure seamless interactions with customers. This involves overseeing daily operations, monitoring performance metrics, and fostering a collaborative environment that encourages open communication and continuous improvement.

Key Responsibilities:
  1. Team Management
    Lead and develop a team of customer service professionals, providing coaching, feedback, and support to help them grow in their roles.
  2. Operational Excellence
    Drive process improvements to ensure timely resolution of customer inquiries, maintaining high levels of satisfaction and loyalty.
  3. Training and Development
    Design and deliver training programs to enhance the skills and knowledge of team members, keeping them up-to-date on industry trends and best practices.
  4. Quality Assurance
    Implement quality assurance processes to maintain consistency in service delivery, identifying areas for improvement and driving corrective actions.
  5. Communication
    Serve as a liaison between the team and management, facilitating open communication and ensuring that customer concerns are addressed promptly and professionally.


Requirements
To succeed in this role, you should possess:
  1. A bachelor's degree in business, communication, or a related field.
  2. Proven experience in a contact center environment, with at least 1.5 years in a leadership capacity.
  3. Strong leadership, coaching, and interpersonal skills.
  4. Excellent written and verbal communication skills.
  5. Ability to analyze data and make informed decisions.
  6. Familiarity with contact center technologies and CRM systems.
  7. Strong problem-solving skills and adaptability in high-pressure situations.


Benefits
We offer a competitive salary package, comprehensive health insurance, professional development opportunities, and a range of benefits to support your well-being and career growth.

Job Rewards and Benefits
Enjoy a rewarding career with opportunities for advancement, a supportive work environment, and a comprehensive benefits package.

As a member of our team, you'll have access to ongoing training and development opportunities, helping you grow both personally and professionally. We're committed to creating a positive and inclusive workplace culture where everyone feels valued and supported. Apply now to join our dynamic team



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