Customer Experience Lead
3 weeks ago
Company Overview
">UPHILL HR Services is a leading provider of human resource solutions, dedicated to delivering exceptional support to our clients.
">Job Summary
">We are seeking an experienced Customer Experience Lead to join our team. As a key member of our customer service department, you will be responsible for guiding and supporting a team of representatives to ensure they meet the organization's standards.
">Key Responsibilities
">• Team Leadership: Guide and support a team of customer service representatives to achieve key performance indicators (KPIs). Monitor team performance and lead them to meet organizational standards.
">• Performance Management: Evaluate team performance and identify areas for improvement. Develop strategies to enhance team productivity and efficiency.
">• Customer Feedback: Analyze customer feedback to identify opportunities for improving customer satisfaction. Collaborate with team members to implement changes and enhancements.
">• Process Improvement: Identify opportunities to improve internal processes and organizational efficiency. Develop and implement process improvements to enhance customer experience.
">• Training and Development: Train new customer service team members on company policies, procedures, and best practices.
">• Reporting: Create reports for the director of customer services to provide insights into team performance and customer feedback.
">• Escalated Issues: Resolve escalated customer issues in a timely and professional manner.
">• Customer Relationship Management: Utilize customer relationship management (CRM) software to document customer interactions and track customer relationships.
">Required Skills and Qualifications
">The ideal candidate will have:
">- ">
- A bachelor's degree in a related field, such as business administration or communications.">
- At least 3 years of experience in a customer-facing role, preferably in a leadership position.">
- Excellent communication and interpersonal skills.">
- Strong analytical and problem-solving skills.">
- Ability to work in a fast-paced environment and prioritize tasks effectively.">
Benefits
">We offer a competitive salary package, including:
">$75,000 - $90,000 per year, depending on experience.
">A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
">Ongoing training and development opportunities to enhance your skills and career growth.
">A dynamic and supportive work environment that encourages collaboration and innovation.
">How to Apply
">If you are a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to us.
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