Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Develop the Customer Satisfaction Program, including customer segmentation, stakeholder management, customer satisfaction survey.
- Strengthening relationships with key strategic customers to increase profitability through continued future business
- Delivering key insights and action plans as a product of the Customer Satisfaction Program
- Design and lead key strategic improvement/efficiency programs which support customer satisfaction improvements.
- Systemic and targeted customer outreach.
- Communication & reporting to internal teams and executive management of customer satisfaction metrics, initiatives, and objectives
- Issue resolution management Support key strategic customer initiatives which may include contract extensions or amendments, issue resolution, &/or customer recapture.
- Design and manage a framework for monitoring customer interaction with company (planning, development, and sustaining)
- Generate metrics by interacting with a large number of customers, to reveal the gaps of status duo and guide improvement plans.
- Collaborate with Customer service planning and validation teams acting as advocate for the customer experience priorities in service planning and validation
- Establish and drive response to prioritized customer support requests with sales and customer service teams
- Define and implement standards/procedures for ensuring optimal customer experience.
- Conduct surveys to gather information on customer opinion of provided services.
- Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company.
- Oversee the restructuring of an organization into a customer-focused establishment.
- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
- Prepare and manage annual budgets in achieving set objectives and goals.
- Conduct studies and research to discover new techniques necessary for improving customer experience.
- Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills.
Job Requirements
- From 7+ years’ experience in customer service
- BSc/MSc degree in Business Administration or related field
- A sense of aesthetics and a love for great copy and witty communication.
- Advanced troubleshooting and multi-tasking skills
- Computer skills (Word, Excel, PowerPoint) is a must.
- Very Good English.
- Proven working experience as a Customer Service Manager, Call Center Manager or Call Center Operations manager.
- Experience in providing customer service support.
- Excellent project management skills coupled with organization, flexibility, and strong attention to detail.
- Strong ability to review and analyze financial and technical data.
- Excellent knowledge of management methods and techniques.
- Working knowledge of customer service software, databases and tools.
- Awareness of the industry’s latest technology trends and applications.
- Ability to think strategically and to lead.
- Strong client-facing and communication skills.
- Professional Reporting skills.
