Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
BRANTU's mission is to be the most customer-centric online Fashion company in the region. We work towards a single goal: to ensure the best experience for our fashion shoppers. To achieve this, BRANTU's Customer Service (CS) is looking for a Customer Experience Manager responsible for identifying, surfacing and fixing defects that impact the customer experience.
- Supervise day-to-day operations in the customer service department.
- Respond to customer service issues in a timely manner.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Hire and train new customer service agents.
- Manage the approved budget of the customer service department.
- The Customer Experience Manager will be data-driven, customer obsessed and will have a relentless obsession for fixing defects.
- They will use data to identify outliers and key drivers of customer friction and will work with a wide range of CS and business stakeholders to fix them.
Job Requirements
- 5+ years of relevant experience in a project manager, product manager, process owner or sr. business analyst role
- Superior verbal and written communications skills are a must, as well as the ability to work effectively with multiple teams and external organizations
- Experience identifying and resolving complex issues will take initiative even under unfamiliar or ambiguous circumstances - a solid sense of accountability and sound personal judgment
- Flexibility to respond quickly to change and reprioritize in the face of emerging issues
- Microsoft Office skills, strong with Microsoft Excel and able to convert large data sets into customer insights
