Experienced Customer Experience Lead Wanted

2 days ago

GulshaneIqbal Town, Pakistan beBeeCustomer Full time $60,000 - $90,000
About the Role

We are seeking a seasoned professional to fill the position of Customer Experience Lead. The successful candidate will be responsible for overseeing customer interactions, ensuring timely resolutions, and maintaining high levels of customer satisfaction.

Job Description

The Customer Experience Lead will oversee all aspects of customer service, including handling inquiries, resolving complaints, and providing support to customers throughout their journey.

Key Responsibilities
  • Customer Service Management: Develop and implement effective customer service strategies, focusing on delivering exceptional customer experiences.
  • Team Leadership: Supervise and train a team of customer service representatives, providing guidance and coaching to ensure they meet customer expectations.
  • Process Optimization: Analyze customer interactions and develop processes to improve efficiency, reduce response times, and increase customer satisfaction.
  • Escalation Handling: Address complex customer issues, working closely with stakeholders to resolve problems promptly and professionally.
  • Performance Monitoring: Track key performance indicators (KPIs), analyzing data to identify areas for improvement and drive business growth.
Requirements
  • Candidate Requirements: Bachelor's degree in Business Administration or related field; 2+ years experience in customer-facing roles; excellent communication and problem-solving skills.
  • Industry Knowledge: Familiarity with garment retail industry, particularly knitted apparel.
  • Technical Skills: Proficiency in CRM systems, e-commerce platforms, and Microsoft Office Suite.
Benefits
  • Remote Work: Based in Pakistan, managing a remote team of customer service representatives.
  • Tools Provided: Access to CRM software, communication platforms, and training resources.
Others
  • Cross-Cultural Communication: Train customer service representatives to understand and adapt to USA and Canada customer expectations.
  • Professional Development: Foster a culture of excellence, accountability, and product knowledge specific to knitted apparel.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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