Sr. Customer Experience Manager

2 days ago


Lahore, Punjab, Pakistan beBee Careers Full time
Sr. Manager Customer Service

As a key member of our customer service team, you will play a pivotal role in ensuring exceptional customer experiences.

  • Develop and implement effective complaint resolution procedures to provide customers with timely support.
  • Design and execute customer feedback mechanisms to gather valuable insights and drive continuous improvement.
  • Establish and maintain customer service standards, policies, and procedures to ensure consistency across all touchpoints.
  • Collaborate with cross-functional teams to enhance the efficiency of the complaint process and improve overall customer satisfaction.
  • Provide guidance and mentorship to customer service team members to foster growth and development.
  • Stay abreast of product updates and industry developments to deliver informed solutions to customers.
  • Engage with customers through various channels, providing personalized support and tailored advice to meet their needs.
  • Investigate and resolve complex customer complaints, leveraging analytical skills to identify root causes and implement corrective actions.
  • Makes decisions on processed complaints, ensuring fairness and equity in all outcomes.
  • Distribute replacement or repaired products to customers in a timely manner.
  • Maintain accurate records of customer interactions and correspondence.
  • Analyze data to assess the effectiveness of customer service initiatives and identify areas for improvement.
  • Prepare informative content for customers, including leaflets, price lists, and brochures.
  • Prioritize customer visits to provide one-on-one support and address concerns.
Job Requirements

Education: Master's degree in Business Administration

Experience: Minimum 7 years of experience in customer-facing roles

Location: Information Technology and Services sector



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