Executive - Customer Experience and Service Delivery

2 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Executive - Customer Experience and Service Delivery

This senior-level role requires a highly experienced professional who can drive significant improvements in customer experience and service delivery. The ideal candidate will have a proven track record of analyzing complex data, developing actionable insights, and implementing effective strategies to enhance customer satisfaction.

  • Strong leadership and collaboration skills are necessary to work effectively with cross-functional teams, including marketing, sales, and product development.
  • A deep understanding of industry best practices for channel management, commercial business, corporate sales, customer servicing model, efficient complaint handling, new service modeling, and performance evaluation model is required.
  • Excellent communication skills, both written and verbal, are essential to convey complex information to non-technical stakeholders.
Key Responsibilities:
  1. Lead process optimization efforts to ensure efficiency and effectiveness in customer service operations.
  2. Collaborate with product departments to integrate customer feedback into product improvement and establish service standards for different products.
  3. Conduct root cause analysis of customer complaints related to products and services to recommend actionable solutions.
  4. Analyze customer satisfaction trends and CSI/CX performance data to identify pain points and opportunities for improvement.
  5. Cross-functional collaboration – serve as a liaison between Customer Experience Management and Product Teams to ensure a unified approach towards improving customer satisfaction.

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