
Customer Experience Specialist
6 days ago
Role Overview:
The Customer Support Manager plays a crucial part in ensuring customer satisfaction by resolving queries and complaints in a timely and professional manner.
As a key member of our team, you will be responsible for managing customer inquiries via various channels, resolving issues, and providing accurate information about products and services.
You will also be required to direct and monitor a team of customer service representatives to ensure they meet performance standards and provide excellent customer service.
In this role, you will have the opportunity to develop and implement training programs to enhance customer service skills and measure and analyze customer satisfaction metrics to identify areas for improvement.
Key Responsibilities:
- Customer Interactions
- Manage customer inquiries via phone, email, chat, or social media.
- Respond to customer complaints and concerns in a timely and professional manner.
- Problem-Solving
- Identify and resolve customer complaints and issues.
- Collaborate with internal teams to resolve complex customer issues.
- Product and Service Information
- Provide accurate and up-to-date information about products and services.
- Ensure customers have a clear understanding of product features and benefits.
- Team Management
- Direct and monitor a team of customer service representatives to ensure they meet performance standards.
- Develop and implement training programs to enhance customer service skills.
- Customer Satisfaction
- Measure and analyze customer satisfaction metrics to identify areas for improvement.
- Implement process improvements to increase customer satisfaction.
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