Customer Experience Manager
Acquire BPO is a leading global outsourcer providing contact center and back office services to clients worldwide. We are seeking an experienced Customer Experience Manager to join our team.
About the Role
The successful candidate will be responsible for managing a team of customer service agents, ensuring exceptional customer experience and exceeding client expectations. Key responsibilities include:
* Developing and implementing effective training programs to up-skill staff
* Driving improvement projects to achieve targets and KPIs set by Operations Managers
* Liaising with Operations Managers to identify strategies for improving efficiency and performance within the channel
* Organizing daily motivational meetings and team feedback sessions
* Working collaboratively with internal and external stakeholders
* Accepting or making calls and providing effective and efficient service to customers when required
* Maintaining a tidy and efficient working environment
The ideal candidate will have previous experience as a Team Leader or 2nd in Charge, overseeing a team of agents, with excellent customer service skills and strong problem-solving abilities.
Requirements
The following skills and qualifications are required for this role:
* Previous experience as a Customer Contact Officer
* Demonstration of prior performance and ability in a Team Leader or 2nd in Charge capacity
* Excellent customer service and problem-solving skills
* Experience in a call center environment
* Ability to communicate professionally across all support platforms
* Strong communication and computer skills
* Motivated to deliver and achieve Key Performance Indicators (KPIs)
* Strong attention to detail
* Complaint-handling experience is an advantage
Benefits
We offer a competitive compensation package and excellent career development opportunities. Our benefits include:
* Weekly pay runs
* Employee recognition and rewards
* Team events and celebrations
* Opportunities for growth and promotion
* Wellbeing and Support Program (EAP)
What We Offer
As a dynamic organization with a commitment to innovation and teamwork, we offer a unique work environment where you can make a real difference. Join us and take your career to the next level!