Manager of Customer Service Excellence

5 days ago


Lahore, Punjab, Pakistan beBee Careers Full time
Senior Customer Experience Manager

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.
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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