Customer Experience Manager

1 day ago

Thiruvananthapuram, Kerala, India beBeeLeadership Full time ₹ 8,00,000 - ₹ 15,00,000

Job Title: Customer Experience Manager

Job Description:

The Customer Experience Manager is a leadership role that requires exceptional communication and interpersonal skills to drive customer satisfaction. The ideal candidate will have at least 8 years of experience in a customer support or service role, with 5 years of experience in a leadership or supervisory position.

Responsibilities:
  • Lead a team of customer support representatives, ensuring they provide 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 in the customer support process.
  • Identify opportunities to enhance customer experience and work with the team to implement solutions.
  • Motivate and encourage the team to achieve targets and goals.
  • Ensure the team stays up-to-date with the latest product and service information.
Requirements:
  • Minimum 8-10 years of experience in customer support or service role, with 5 years in leadership or supervisory role.
  • Excellent written and verbal communication skills.
  • Strong problem-solving skills and ability to make decisions under pressure.
  • Ability to work in a fast-paced environment and manage multiple tasks and priorities.
  • Experience with customer support software and tools.
  • Ability to analyze data and make data-driven decisions.

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