Customer Experience Director
3 days ago
The primary function of the role is to oversee and assure that customer experience meets the set standards across all service delivery channels and touchpoints. The role ensures consistent customer service standards and minimizes complaints while maximizing positive feedback.
Main ResponsibilitiesPrimary Responsibilities:
Develop a customer experience standard and process that meets the company's requirements.
Ensure customers have a seamless experience, reducing complaints and increasing positive feedback.
Secondary Responsibilities:
Develop initiatives for engaging and consistent communication with customers through CRM systems.
Manage loyalty programs and motivate customers to progress to the next level.
Main Duties
Key Duties:
Establish customer service standards across all customer channels and touchpoints.
Maintain service standards through regular audits, feedback, and corrective actions.
Identify and address weaker areas, and provide training to maintain customer experience.
Manage customer complaints effectively, ensuring all touchpoints and channels are addressed.
Key Skills
This role requires strong leadership, communication, and problem-solving skills, as well as the ability to develop and implement effective customer experience strategies.
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Customer Experience Director
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