Leader in Customer Experience

2 days ago

Gujrat, Punjab, Pakistan beBeeCustomerExperience Full time 8,000,000 - 12,000,000

Job Title: Customer Experience Leader

Job Description

The Customer Experience Leader plays a pivotal role in enhancing customer engagement across all customer touch points. This role is heavily focused on complaint management, real-time issue resolution, and strengthening our Social & Professional Networks repute management. The role also contributes significantly to the training and development of frontline teams ensuring they are well-equipped to deliver excellent support experiences.

The ideal candidate will be a customer-first problem solver with strong communication skills, familiar with customer operations.

Key Focus Areas

  • Complaint Resolution & Escalation Handling
  • Training & Coaching of Frontline Agents
  • Customer Sentiment & Reputation Monitoring
  • Customer Engagement through all touchpoints
  • KPI Tracking & SLA Management

Responsibilities

As a Customer Experience Leader you will own the end-to-end lifecycle of critical customer complaints—especially those tied to service failures, compliance risks, or reputational impact. You will identify recurring complaint themes and collaborate with product, IT, and operations teams to resolve underlying issues.

Team Leadership & Coaching

  • Supervise a team of frontline agents managing omnichannel support (voice, email, chat, social).
  • Mentor agents on effective customer communication especially when dealing with complaints and public interactions.
  • Conduct regular coaching sessions and provide performance feedback.

Performance Metrics

MetricMeasurement CriteriaCustomer Satisfaction (CSAT)% of customers satisfied post-interactionFirst Contact Resolution (FCR)% of issues resolved in the first attemptAverage Handling Time (AHT)Average time per customer interactionNet Promoter Score (NPS)% of customers likely to recommend ACEEscalation Rate% of cases escalated vs. resolved at Tier-1Resolution TimeAverage time to resolve escalated issuesSocial Response SLATime to respond/resolution on social mediaAgent Training Compliance% of team completing required training modules

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