Consumer Experience Strategist

2 days ago

Karachi, Sindh, Pakistan beBee Careers Full time
Job Description

As a Consumer Satisfaction Manager, you will be responsible for ensuring customer satisfaction parameters and planning initiatives to enhance customer experience in collaboration with the operations team.

  • Develop and execute personal development plans and team development plans based on voice of customer and feedback in collaboration with the training and development team.
  • Collaborate with the operations team to develop efficient and customer-centric processes.
  • Create a holistic product experience through customer lifecycle engagement programs.
  • Act as a facilitator in the customer care department to create customer centricity and excellence by bringing a business approach.
  • Effectively manage call management inbound and outbound, social media (Facebook), and customers' emails at the call center.
  • Ensure that customers' issues are resolved effectively and they are satisfied with our services, creating positive word of mouth.
  • Resolve dealers' issues and ensure they are satisfied with our products and services.
  • Manage complaints and customer/dealers queries efficiently so that they are addressed and resolved on the same day basis.
  • Enhance Customer Satisfaction Index (CSI) by working on its key elements.
  • Foster sales growth by converting customer inquiries into sales opportunities.
Requirements

To succeed in this role, you should have an MBA in Marketing or a relevant field and 8-10 years of experience in customer services.

  • Analytical and problem-solving skills to resolve complex customer issues.
  • Excellent communication and interpersonal skills to collaborate with cross-functional teams.
  • Able to work independently and lead teams towards achieving customer satisfaction goals.

This is a full-time position requiring strong organizational and time management skills to handle multiple tasks simultaneously.

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