Customer Experience Manager

YOUR ROLE:

• Responsible for maintaining customer experience satisfaction (users & riders) through the provision of problem-solving resources, training, quality, reporting and process improvement and providing leadership to the customer support team, ensuring that they are constantly providing the best customer services.
• Customer Support Manager will report to the CX Director.
• CX SUPPORT MANAGER RESPONSIBILITIES:
• Enabling the service team to be customer-centric and provide an amazing experience.
• Analyze, specify, design and develop Customer Service/ Rider Care  policies and procedures with regards to customer experience, quality and continuous improvement activities.
• Identify and initiate process improvement projects based on KPIs and changes initiated by other teams.
• Seeks improvement opportunities within processes that impact customer experience and efficiency.
• Propose ideas to enhance the service and present it to the management.
• Identify the required number of headcount to achieve the SLA based on the forecasted number of orders and contact ratio.
• Manage invoices validation with all vendors and tools Manage the contract model to ensure maximum use of the resources with less cost Manage raw data reporting on all levels to present the voice of customer/rider/shopper is well presented.
• Ensures Training guidelines are met and implemented.