Customer Experience Specialist
11 hours ago
Job Overview:
As a Customer Experience Manager, you will be responsible for overseeing ongoing cases with your team, advising on ways to improve service and streamline processes. You will work closely with your team to review data and generate reports on trends, aiming to achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in line with customer contracts.
- Maintain accurate records and analyze data to identify areas for improvement.
- Develop and implement strategies to reduce complaints by identifying key areas for improvement.
- Provide regular reports on complaint performance and service improvements implemented to address quality gaps.
Key Responsibilities:
- Lead the team in reviewing and refining current processes to ensure seamless, efficient, and streamlined customer experience.
- Collaborate with teams across the business to prioritize customer needs and enhance overall customer satisfaction.
- Develop and execute comprehensive plans to minimize complaint handling time and drive continuous improvement.
Requirements:
- Minimum 2 years' experience in a similar role with a proven track record of improving customer satisfaction.
- Excellent analytical skills with strong Excel capabilities.
- Strong communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
- Self-motivated and collaborative team player with high levels of attention to detail.
Work Details:
Work from Office.
Shift Time: 10am-7pm.
Location: DHA Sector F Rawalpindi.
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