Customer Experience Manager

2 days ago


Karachi, Sindh, Pakistan Dawlance Full time

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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