Customer Experience Manager

13 hours ago

Rawalpindi Cantonment, Pakistan beBeeComplaints Full time

**Job Description**

This role involves overseeing the resolution of ongoing customer complaints, providing guidance to team members on process improvements and identifying key areas for enhancement.

  • Reviewing case progress with your team, suggesting ways to optimize service delivery and streamline processes
  • Maintaining accurate records and generating reports on trends
  • Working to achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) aligned with customer contracts
  • Analyzing root causes and trends to reduce complaints by pinpointing areas for improvement
  • Presenting regular reports on complaint performance and implemented service enhancements to address quality gaps
  • Developing and executing complaint processes that ensure a seamless customer experience
  • Managing daily tasks and expectations for your team, promoting a culture of continuous coaching, training, and mentoring
  • Collaborating across departments to prioritize customer satisfaction and ensure all correspondence meets high standards
  • Identifying learning opportunities for internal employees

**Required Skills and Qualifications**

  • A minimum of 2 years' experience in a similar customer-facing role
  • Demonstrated expertise in complaint handling and resolution
  • Prior experience implementing strategies to minimize complaint handling time
  • Strong analytical and Excel skills
  • A self-motivated individual with excellent communication and teamwork abilities
  • Highest levels of attention to detail to ensure work accuracy and quality

**Benefits**

This role offers a competitive salary and the opportunity to work in a dynamic environment where customer satisfaction is paramount.

**Work Arrangements**

Our standard working hours are from 10am to 7pm, Monday to Friday, with regular breaks throughout the day.

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