Customer Experience Manager

Job purpose

The primary function of the role is to manage specific Process(s) experience through strong relationship building and technical knowledge. Create customer journey and ensure smooth customer experience process. Handle CX team and maintain CSAT scores and deliver SLA’s.

Duties and responsibilities

Roles & Responsibility:

• • •  Accountable and responsible for setting up, managing and developing customer experience process

    •  Monitoring the performance of individual in CX team

    •  Conduct training session for new employees & enhance their skill

    •  Applies advanced subject matter knowledge to solve complex customer problems

    •  Improve CSAT scores and maintain

    •  Identify the process gaps, fix the problem and work with internal teams

    •  Development of new ideas and methods for process

    •  Create Metrics for CX

    •  Create customer journey and do regular analysis to provide recommendations to improve process – Sales/ Operations / Customer Support / Quality

    •  Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors

    •  Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

    •  Mentoring and guidance to CX team

    •  Hires, leads and provides managerial & technical expertise to cross functional team

    •  Develops & manages account service delivery plan. Contributes to strategic account plan

    •  Identifies incremental revenue opportunities and supports pursuit activities

    •  Contributes to knowledge management capture, documentation & drive Process

Qualifications

• Education: Graduation in any stream with minimum 70%

• Skills: Excellent communication skills in English, Strong in Writing

• Characteristics: Go getter and leadership abilities

• Minimum 1 - 2 years of experience in Manager role – Customer support / Customer experience

Skills:

•  Quick Learner & Ability to make decisions

•  Ability to meet deadline & Prioritize tasks

•  Problem Solving

•  Knowledge in MS-Office (Data Analysis, Chart / Graph presentations, Process structure & Training doc PPT presentations & Excel formula’s)