Customer Experience Manager

4 days ago

Delhi, Delhi, India beBeeCustomer Full time ₹ 12,00,000 - ₹ 14,00,000

Service Quality Lead

\helpers="Other Jobs"Roles are available for those who lead and create high-quality customer service. \/p>">
  • \
  • Oversee the performance of the customer service team to ensure they meet quality targets.\
  • Assess client satisfaction through surveys or feedback to understand areas for improvement.\
  • Implement strategies to enhance service standards, focusing on timely responses and effective issue resolution.\
  • Monitor key metrics, such as client inquiries, response times, and issue resolution efficiency.\
  • Develop training programs to improve customer service skills and build a strong team.\
  • Collaborate with internal teams to optimize operations and ensure seamless communication.\
  • Manage client data and feedback to identify trends and opportunities for growth.\
  • Ensure compliance with industry regulations and quality control processes.\
  • Lead by example, demonstrating exceptional customer service skills and promoting a positive work environment.\\/ul>Key Responsibilities:
    • \
    • Client Retention: Assess the percentage of retained clients, reflecting the ability to maintain strong relationships.\
    • Team Performance: Evaluate the effectiveness of gathering, analyzing, and acting on client feedback to continuously improve service quality.\
    • Response Times: Monitor the time it takes to respond to client inquiries and resolve their concerns.\\/ul>Requirements:
      • \
      • CRM Proficiency: Proficient in using CRM software to track and manage client interactions and information.\
      • Product Knowledge: Thorough understanding of products to effectively address client inquiries and concerns.\
      • Communication Skills: Excellent verbal and written communication skills to interact with clients and internal teams.\
      • Analytical Skills: Ability to analyze client data and feedback to identify trends and areas for improvement in service quality.\\/ul>

As a Service Quality Lead, you will be responsible for driving excellence in customer service. You will oversee the performance of the customer service team, ensuring they meet quality targets and provide exceptional service to clients.

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