We are looking for an experienced Customer Experience Manager to provide excellent customer service and promote this idea throughout the organization. The goal is to keep the department running efficiently and profitable to increase customer satisfaction, loyalty, and retention.

Customer Experience Manager Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customer's issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused on that mission
• Develop service procedures, policies, and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Customer Experience Manager Requirements

• Experience in providing customer service support
• Proficiency in English
• Working knowledge of customer service software, databases, and tools
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Customer service orientation