Customer Experience Lead

2 days ago

Karachi, Sindh, Pakistan beBee Careers Full time
Job Description

The ideal candidate for this role is a seasoned professional with 8-10 years of experience in customer services, possessing an MBA in Marketing or a relevant field.

This position requires a strategic thinker who can develop and execute initiatives to enhance customer experience, ensuring customer satisfaction parameters are met.

The successful applicant will be responsible for creating customer centric communication for the customer care team, collaborating with the operations team to develop efficient processes, and developing a customer lifecycle engagement program.

The job involves managing call management, social media, and customer emails at the call center, resolving customer issues effectively, and maintaining positive word of mouth.

The chosen candidate will contribute financially by selling finished goods and capitalize on customer inquiries for products and pricing.

This role also includes developing and updating policies, SOPs, and training call center staff to strengthen their call handling skills.

The ideal candidate will have excellent leadership skills, able to train, engage, motivate, and develop the call center team to build healthy customer relationships.

Key Responsibilities:

  • Develop and execute initiatives to enhance customer experience
  • Create customer centric communication for the customer care team
  • Collaborate with the operations team to develop efficient processes
  • Manage call management, social media, and customer emails at the call center
  • Resolve customer issues effectively
  • Contribute financially by selling finished goods
  • Develop and update policies, SOPs, and train call center staff
  • Fulfil any responsibilities assigned by the Head of Department

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