Job description for Customer Experience Manager at Confidential Company
We are a fast-growing technology company transforming the home services industry through digital innovation across Southeast Asia. Our platform connects customers with trusted service professionals, making everyday household services more accessible, efficient, and convenient.
Key Responsibilities:
Team Leadership:
- Lead, coach, and mentor the customer service team to deliver outstanding service.
- Foster a positive and collaborative team culture focused on customer satisfaction.
Strategy Development:
- Develop and implement customer service strategies aligned with business goals.
- Continuously refine and optimize processes to enhance the efficiency of the customer service team.
Quality Assurance:
- Monitor and evaluate customer service interactions to ensure quality and consistency.
- Implement training programs to enhance the skills and knowledge of customer service representatives.
Issue Resolution:
- Oversee the resolution of customer complaints and issues in a timely and effective manner.
- Collaborate with other departments to address root causes and prevent recurring problems.
Customer Feedback Analysis:
- Analyze customer feedback to identify trends, areas for improvement, and opportunities for innovation.
- Implement strategies to enhance overall customer satisfaction.
Cross-Functional Collaboration:
Collaborate with other departments, such as marketing and product development, to address customer concerns and improve the overall customer experience.
Performance Metrics:
- Establish and monitor key performance indicators (KPIs) for the customer service team.
- Regularly report on performance metrics to senior management.
Training and Development:
- Implement training programs to ensure the continuous development of the customer service team.
- Keep the team updated on product/service knowledge and industry trends.
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Qualifications:
- Male/female, 18 - 45 years old.
- +7 years of experience in customer service, with at least 3 years in a managerial role.
- Strong leadership and team management skills.
- Excellent communication and problem-solving abilities.
