Experience Leader for Customer Experience

6 hours ago

Gujrat, Punjab, Pakistan beBeeEngagement Full time
Customer Engagement Manager

The role of the Customer Engagement Manager plays a pivotal part in enhancing our customer engagement across all customer touch points. This position is heavily focused on complaint management, real-time issue resolution, and strengthening our social & professional networks repute management.

This person contributes significantly to customer service representative training and development, ensuring frontline teams are well-equipped to deliver excellent support experiences across all touchpoints.

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


Key Focus Areas
  • Complaint Resolution & Escalation Handling
  • Training & Coaching of Frontline Agents
  • Customer Sentiment & Reputation Monitoring
  • Customer Engagement through all touchpoint
  • KPI Tracking & SLA Management
Responsibilities.

Complaint Resolution & Escalation Management
  • Own the end-to-end lifecycle of critical customer complaints—especially those tied to service failures, compliance risks, or reputational impact.
  • Identify recurring complaint themes and collaborate with product, IT, and operations teams to resolve underlying issues.
  • Maintain and update a complaints dashboard highlighting trends, resolution time, and escalation rate.
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.
  • Support new agent onboarding and contribute to ongoing skill development initiatives.
Training & Development
  • Identify skill and knowledge gaps within the team.
  • Work with Training and Quality Assurance (QA) teams to design and deliver refresher sessions, particularly around complaint handling, tone management, and brand-safe responses.
  • Act as a subject matter expert (SME) in social response strategy and complaint de-escalation.
Operational Oversight & Workflow Optimization
  • Review daily ticket queues to ensure prioritization of high-impact cases.
  • Streamline workflows to reduce resolution time and increase first contact resolution (FCR).
  • Collaborate with Workforce Planning to ensure appropriate staffing during peak hours and across social platforms.
Reporting & KPI Tracking
  • Track and analyse KPIs such as CSAT, AHT, FCR, NPS, SLA compliance, and escalation rates.
  • Development of reporting by incorporating Business Intelligence.
  • Provide weekly and monthly performance reports with actionable insights.
  • Share social sentiment and complaint trends with leadership to drive business improvement.
  • Create feedback loop with Product & Marketing to give them key insights of the customer pain points.
Complaint Management
  • Ensure all complaints are handled as per the procedure laid out on complaint management.
  • Oversee and ensure timely, professional, and brand-aligned resolution of issues raised in public forums.
  • Escalate complex or sensitive complaints appropriately and ensure root cause analysis and closure.

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