
Manager of Customer Service Excellence
5 days ago
We are seeking a seasoned professional to lead our customer experience efforts and drive business growth.
- Develop and execute comprehensive customer experience strategies to enhance loyalty and retention.
- Design and implement customer feedback programs to capture insights and inform decision-making.
- Establish and maintain customer service standards, policies, and procedures to ensure consistency across all touchpoints.
- Foster collaboration with cross-functional teams to optimize the complaint process and improve overall customer satisfaction.
- Provide coaching and development opportunities to customer service team members to enhance their skills and performance.
- Stay current with product updates and industry trends to deliver expert 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 experience 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.
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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