Client Experience Manager

3 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

We are looking for a highly skilled Customer Support and Operations Specialist to join our team. In this role, you will be responsible for providing exceptional customer experiences, streamlining operations, and fostering a culture of excellence.

About the Role

This full-time, office-based position requires a proactive approach to customer service, collaboration, and teamwork. You will be responsible for delivering exceptional customer experiences, streamlining operations, and fostering a culture of excellence.

  • Key Responsibilities:
  • - Respond to customer inquiries via email, phone, and other communication channels in a timely and professional manner.
  • - Contact leads via various communication methods to educate them about our products and services.
  • - Develop and implement a structured follow-up process to engage potential customers and keep them informed about our offerings.
  • - Provide accurate and helpful information to leads, addressing their questions and concerns, and ensuring they have a positive experience with our brand.
  • - Follow up on open leads to ensure successful conversions.
  • - Thoroughly understand our products and services to effectively communicate their value and benefits to potential customers.
  • - Collaborate with the operations team to arrange surveys and gather valuable feedback from leads.
  • - Manage the company's contact form and live support system to provide seamless customer interactions.
  • - Receive order confirmations from customers via email and phone, and resolve any issues that may arise.
  • - Address customer concerns and feedback through effective communication and problem-solving skills.
  • - Resolve lost & delayed packages by working closely with shipping partners and internal teams.
  • - Handle all shipping & courier-related queries and problems in a prompt and professional manner.
  • - Serve as the primary point of contact (POC) for our shipping partners, ensuring smooth operations and resolving any issues that may arise.
  • - Process return orders and communicate with our partner courier company accordingly.
  • - Assist in managing web applications and operations, ensuring efficient and streamlined processes.
  • - Coordinate with external parties and agencies to maintain smooth operations and resolve any challenges that may arise.
  • - Perform administrative tasks as needed to support the team's goals and objectives.
  • - Maintain accurate records of customer interactions, transactions, comments, and complaints.
  • - Prioritize customer satisfaction and provide exceptional customer support to build trust and loyalty.
  • - Regularly receive and interpret customer feedback to identify areas for improvement and implement changes as necessary.
Requirements

This role requires a Bachelor's degree, preferably in English or a related field, and at least 1 year of experience in customer service and operations, with a strong focus on lead conversion, e-commerce, or retail.

  • Requirements:
  • - Excellent and impeccable English and grammar skills, with the ability to communicate complex ideas clearly and concisely.

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