Customer Experience Team Lead
Fatura -
Maadi, CairoPosted 3 years ago247Applicants for1 open position
- 37Viewed
- 12In Consideration
- 23Not Selected
Job Details
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Job Description
- Champion opportunities to consistently Improve the Fatura’s experience
- Drive customer retention, reduce churn, and increase customer satisfaction
- Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
- Guide team in effective client issues resolution and handle any escalations
- Develop listening points in the customer journey, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement.
- Test new strategies for driving customer value
- Continually review and evolve the collection of processes Fatura uses to track, oversee, and organize every interaction between the customer and Fatura throughout the lifecycle
Job Requirements
- Bachelor’s degree
- Previous experience in CX. (3+ Years of experience)
- Have had experience in setting up a customer service contact center
- Good customer complaint handling skills
- Coordinate multiple tasks simultaneously, meeting deadlines and working productively and efficiently under pressure
- Proficient MS Office
- Collaborative capabilities. (Teamwork)
