The Customer Experience Manager is responsible for developing and implementing strategies to optimize, improve customer relationship, dedication, and satisfaction.
DUTIES AND RESPONSIBILITIES :
Guide and direct the activities of Customer Experience Representatives to ensure their interactions with clients reflects positively on the company.
Provide quick response to client inquiries and questions using social media platforms as an avenue for prompt resolution of customer issues.
Oversee the hiring and training of Customer Experience Representatives to ensure an effective workforce.
Collect, analyze, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
Integrate Customer Relationship Management (CRM) and financial data with social media data in order to maintain a consolidated customer account.
Liaise with Marketing and Sales for data analytics and develop programs effective for improved customer experience.
Monitor the activities of Customer Experience Representatives to ensure compliance with set standards of courtesy and professionalism
Utilize CLM and CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement.
Conduct research to identify more personalized methods of product marketing / sales.
Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
Organize training programs for Customer Experience Representatives in order to update their job knowledge and enhance their skills
EDUCATIONAL ATTAINMENT REQUIREMENTS : Bachelor’s degree in business administration, management studies, or in a related discipline.
EXPERIENCE REQUIREMENTS : At least 5 years experience in the field of Customer Service or Marketing
QUALITIES REQUIRED :
Strong leadership skills
Excellent communication skills, both oral and written
Excellent Customer Service Skills
Proficient in the use of social media and job boards
A leader and strategic thinker