Customer Experience Lead

1 week ago


Lahore, Punjab, Pakistan Marham Full time
Key Responsibilities

The successful Customer Experience Lead will be responsible for leading and growing our customer service operations, maintaining high-quality service standards, and achieving targets with the team.

Responsibilities
  • Day-to-Day Operations: Manage daily customer service activities, including team rosters, workflow optimization, and target achievement.
  • Quality Assurance: Implement QA processes, monitor team performance, and ensure adherence to service standards.
  • KPI Achievement: Ensure all teams are meeting their KPIs and are on track. Also responsible for managing lagging KPIs.
  • Escalation Handling: Resolve complex customer complaints and conflicts effectively to maintain customer satisfaction.
  • Training and Development: Conduct training sessions, update documentation, and ensure team readiness for handling diverse scenarios.
  • Communication Management: Manage customer interactions on various platforms, ensuring timely and accurate responses.
  • Data Analysis: Maintain documentation and analyze data to improve processes and identify growth opportunities.


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