Job Title: Customer Experience Manager
Key Responsibilities of the Role
The Customer Experience Manager will be responsible for developing and implementing customer service strategies that align with our company vision, values, and product.
* They will work closely with the leadership team to hire, onboard, and train new customer service representatives.
* They will coordinate day-to-day operations and rostering of the customer service team for smooth and efficient service delivery.
* They will analyse customer service data to identify trends, areas for improvement, and the efficacy of current procedures.
* They will manage ongoing service training and support to enhance team members' skills and knowledge.
* They will monitor communication, including calls, and provide constructive feedback to ensure consistent, high-quality customer service across all channels.
* They will take ownership of customer escalations and disputes, working diligently to resolve them to customers' satisfaction.
* They will manage the organisation's reputation on customer-facing review platforms, ensuring a strong brand presence.
* They will develop a Learning Management System (LMS) to train new team members to a consistently high standard.
Requirements:
* Extensive experience in customer service, coupled with managerial, leadership, or senior role experience is required.
* A strong ability to motivate team members effectively through excellent interpersonal skills is essential.
* Excellent problem-solving skills and the ability to handle challenging situations are also required.