
Customer Experience Manager
2 days ago
Job Description:
The Customer Experience Manager is responsible for ensuring customer satisfaction parameters and planning initiatives to enhance customer experience in collaboration with the operations team.
Key Responsibilities:
- Evaluate customer feedback and develop personal development plans in collaboration with the training and development team.
- Create customer-centric communication for the customer care team.
- Collaborate with the operations team to develop efficient and customer-centric processes.
- Develop a customer lifecycle engagement program to create a holistic product experience.
- Act as a liaison between the customer care department and other business units to promote customer centricity and excellence.
- Manage and maintain call management, social media, and customer emails at the call center.
- Ensure effective resolution of customer issues and maintain a positive word-of-mouth reputation.
- Enhance the Customer Satisfaction Index (CSI) by working on its key elements.
- Contribute to sales growth by capitalizing on customer inquiries and converting them into sales opportunities.
Requirements:
- MBA in Marketing or a relevant field.
- 8-10 years of experience in customer services.
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