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Chief Customer Experience Officer
3 weeks ago
Lead a high-performing customer service team by empowering team members to deliver exceptional experiences, resolving issues efficiently, and driving continuous improvement through data-driven decision making.
Key Responsibilities:
- Manage a dynamic team of customer support representatives, fostering collaboration and coaching for enhanced performance.
- Monitor calls, emails, and chat interactions to provide actionable feedback, identify opportunities for growth, and develop tailored coaching plans.
- Design and implement process improvements to boost efficiency and effectiveness, analyzing customer feedback to inform strategic decisions.
- Analyze customer sentiment and pain points to drive targeted solutions, enhancing the overall customer experience.
- Engage team members in goal-oriented discussions, promoting accountability and motivation to achieve shared targets.
Requirements:
- Minimum 8-10 years of experience in customer support or customer service roles, with at least 5 years in leadership or supervisory positions.
- Excellent written and verbal communication skills, ensuring clear and concise interaction with team members and customers.
- Strong interpersonal skills, facilitating effective collaboration and conflict resolution.
- Sound problem-solving abilities and capacity to make informed decisions under pressure.
- Ability to work in fast-paced environments, prioritizing multiple tasks and managing competing demands.
- Experience with customer support software and tools, leveraging technology to streamline processes and enhance customer satisfaction.
- Capacity to analyze data, informing business-critical decisions that drive customer-centric strategies.
