
Experience Leader for Customer Experience
7 hours ago
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
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.
- 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.
- 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.
- 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.
- 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.
- 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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