
Senior Customer Experience Manager
4 days ago
Position Title: Service Lead
Education:
- Graduate / Postgraduate degree.
Experience:
- 10 years in customer support or customer service role, with at least 5 years of experience in a leadership or supervisory position.
Job Description:
Lead a team of customer support representatives to deliver exceptional customer service. Drive performance, coach team members and provide them with the right tools and resources to succeed in a positive work environment.
Key Responsibilities:
- Manage and lead the customer support team.
- Ensure team provides excellent customer service by monitoring calls, emails and chat interactions, and providing feedback and coaching.
- Develop and implement processes and procedures to improve efficiency and effectiveness of the customer support team.
- Analyze customer feedback and identify areas for improvement.
- Motivate and encourage team to achieve targets and goals.
Requirements:
- Excellent communication skills.
- Strong interpersonal skills.
- Strong problem-solving skills and ability to make decisions under pressure.
- Ability to analyze data and make data-driven decisions.
Benefits:
Opportunity to work in a fast-paced environment, manage multiple tasks and priorities, and develop strong analytical and problem-solving skills.
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