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Customer Experience Manager
2 weeks ago
We are seeking an experienced customer relations professional to take on a challenging role. The ideal candidate will possess excellent communication skills and be adept at building strong relationships with clients.
The successful candidate will be responsible for delivering exceptional customer service, ensuring that client inquiries are addressed promptly and efficiently. They will also identify opportunities for improving the customer experience and provide feedback to relevant teams and departments.
A key aspect of this role is analysing customer data to identify patterns and insights, and leveraging this information to enhance customer relationship management strategies. This involves collaborating with other departments to optimise the existing customer experience journey.
In addition to these responsibilities, the successful candidate will manage customer interactions, inquiries and complaints across various channels, including email, phone, and social media. They will also support successful customer retention initiatives, such as customised marketing campaigns and loyalty programs.
To be successful in this role, you will need to have a bachelor's degree in a relevant field, such as marketing, business administration, communication, or customer relationship management. You will also require 1+ years of experience in a customer-facing role, with a proven track record of developing and implementing customer relations strategies.
Key skills and qualifications include strong problem-solving abilities, time management skills, and fluency in English, Hindi and at least one regional language. You will also need to possess persuasive communication and interpersonal skills to collaborate effectively with internal teams like marketing and product development.
Prior experience managing a team of customer service representatives would be advantageous, as would soft skills such as patience, adaptability, and empathy.
