Customer Experience Manager

NOK for Human Capital Solutions - Maadi, Cairo

242
Applicants for
1 open position
37
Seen
Experience Needed:
More than 5 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Confidential, Quarterly Bonus + Mobile Allowance
Vacancies:
1 open position
About the Job
  • We are looking for a brilliant experienced and Customer Focused mindset to lead our Customer Journey teams.
  • Our client is a foreign well recognized Online travel agency with a yearly award and a very fast growing operations size.
  • Looking for an experienced manager who will be leading all teams with direct and indirect relation/impact to customer journey.

Our Hero should be responsible for the below:

Manage the whole Customer Experience domain including:

  • Customer Service Teams
  • Telesales Teams
  • Quality Assurance Team
  • Partners Business Teams "Hotels & Air carriers"
  • Set plans and processes for a smooth and effortless customer journey within the company
  • Define Customer's feedback collection process
  • Analysis Customer's pain points and sets corrective actions to maintain a loyal satisfied customer
  • Implement and define KPIs that directly enhances CX
  • Develop and improve set of available and needed tools and systems
  • Cooperate with technical team to provide a smooth and effortless online experience for customers.
Job Requirements
  • Faculty graduate
  • 5 years of experience in Customer Service/Care with proven record
  • Clear proven fingerprint on CX enhancement
  • Outstanding Analytical skills
  • A leader personality, who knows how to gather her/his team around and create a positive customer centric working environment
  • Outstanding Numbers and Reporting mindset
  • A deep digger for insights
  • Details focused eye
About this Company

A newly established Egyptian S.A.E company, came to life in February 2018.
We are targeting a real change in the Human Resource operations game. We are not fans of hit and run business models. We plan to fly on a different altitude than others. Targeting a long-term... (More)

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