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Customer Experience Director
5 days ago
Job Description:
We are seeking a dynamic and experienced Senior Customer Support Manager to lead our customer support operations and drive sales growth.
The ideal candidate will possess strong leadership and communication skills to manage a team and ensure excellent customer satisfaction.
Key Responsibilities:
- Operations Management:
- Oversee inbound and outbound customer calls for all brands.
- Manage CRM to ensure accurate order processing and timely shipments.
- Resolve customer concerns and provide tailored solutions to meet their needs.
- Develop strategies to drive sales and revenue growth.
- Identify opportunities to upsell or cross-sell services to enhance profitability.
- Build strong relationships with customers to ensure loyalty and retention.
- Monitor client satisfaction levels and implement improvements as needed.
- Provide guidance and motivation to the customer support team.
- Ensure quality performance through training, mentoring, and regular feedback.
- Implement solutions to streamline processes and improve efficiency.
- Maintain KPIs for customer satisfaction, sales targets, and operational efficiency.
- Analyze trends and create reports to inform strategic decision-making.
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