Not specified
Job Summary
Drive premium service delivery to both external and internal customers by providing exceptional customer experience through the development and implementation of consistent policies and processes. Provide leadership and support to client experience executives across the group, ensuring compliance with customer service standards.
Job Responsibilities
Develop and maintain positive relationship with internal and external customers.
Develop and implement customer service policies, processes and standards for enhanced customer experience
Develop and implement strategies for effective customer engagement that would enhance customer loyalty
Ensure all customer service activities support and strengthen the strategic objectives of the organization
Analyze customer service related information and identify opportunities to improve customer service.
Ensure delivery of consistent customer service delivery in line with established service standards
Ensure timely and cost effective service delivery outcomes to all customers.
Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
Work closely with all stakeholders and operational teams to resolve service issues.
Ensure all customer interactions are properly documented by client experience executives
Provide resolution to escalated complaints, following up with all stakeholders to effect resolution
Develop strong relationships with existing customers through ongoing review of customer service processes and requirements for consistent high service levels
Drive customer retention through repeat businesses & create opportunities to upsell /cross sell referrals
Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities
Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor team members
Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
Prepare or oversee the preparation of reports and statistics related to the customer service function for all stakeholders
Educational Qualification & Functional/Technical Skill or Certification
University degree in Business Administration, Marketing or a related field
Proficiency in Microsoft office, including ability to analyze data & prepare reports
Knowledge in developing SOPs and Call Scripts
Relevant Experience (Type of experience and minimum number of years)
3-5 years relevant experience in Customer Service or marketing function
Experience in supervising or managing sales or client experience teams
Relevant industry experience gives added advantage
Knowledge of customer service best practice & standards
Personality Profile
Decision making, Monitoring, Active Listening, Self-Awareness, Pro-active, Time Management, Critical Thinking, Coordination.
Apply via :
https://www.myjobmag.com/job/107013/client-experience-manager-the-concept-group