
Senior Customer Experience Manager
4 days ago
Job Title: Senior Customer Experience Manager
About This RoleThis leadership position is responsible for guiding a team of customer support representatives to deliver exceptional service. The ideal candidate will possess strong communication and interpersonal skills, with the ability to make decisions under pressure and drive results.
Key Responsibilities- Team Management: Lead and manage a team of customer support representatives to achieve high performance and customer satisfaction.
- Performance Monitoring: Continuously monitor calls, emails, and chat interactions to provide feedback and coaching to team members.
- Process Improvement: Develop processes and procedures to enhance efficiency and effectiveness.
- Customer Insights: Analyze customer feedback to identify areas for improvement and develop strategies to address them.
- Talent Development: Motivate the team to achieve targets and goals, while ensuring they are up-to-date with the latest product and service information.
- Minimum 8-10 years of experience in customer support or customer service, with at least 5 years of leadership or supervisory experience.
- Excellent communication and interpersonal 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.
A results-driven leader with a passion for delivering exceptional customer experiences. If you have a proven track record of driving customer satisfaction and leading high-performing teams, we want to hear from you.
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