Customer Experience Manager at Market Force

As the Customer Experience Manager you will be responsible for driving exceptional customer experience to our customers through quality interactions at the front line omnichannel touchpoints, quick and accurate escalations, complaints management, and customer issues resolution. Also will be required to demonstrate customer-centric leadership to the customer experience team to embody our values and promise to our customers as well as review, optimize and advocate for compliance to the customer experience processes.

Responsibilities

• Overseeing and growing the end to end customer experience Reja Reja operations, including improving Call Center processes, growing the headcount and functionality, and designing and implementing a performance management system to evaluate the effectiveness of the team.
• Oversee and drive product knowledge, customer education for effective customer support and orders generation through training, refreshers, coaching, and mentorship, and continuous knowledge assessments to enhance upselling/cross-selling capabilities.
• Evaluate sales records periodically to make balances and ensure that sales figures tally with the number of products sold.
• Develop listening and action points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Drive positive customer experiences through monitoring and managing complaints resolution within the stipulated service levels and close loop with customers.
• Define and implement standards/procedures for ensuring optimal customer experience.
• Conduct surveys to gather information on customer opinion of rendered services that will influence excellent customer experience.
• Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company.
• Establish quality assurance function processes and performance management to identify training needs and overall areas of improvement.
• Liaise with key stakeholders in various departments to ensure delivery of high quality products and services.
• Monitor the activities of the customer experience team to ensure compliance with acceptable standards of the department.
• Conduct studies and research to discover new techniques necessary for improving customer experience end to end processes and procedures.
• Organize training programs for the customer experience team in order to update their career development, product knowledge and enhance their skills
• Utilize our CRM tools in coordinating and monitoring customer experience operations.
• Continuously review, update and communicate call center scripts, SOPs, and processes in line with changes in our operations/products and services.
• Oversee quality assurance function processes and performance management to identify training needs and overall areas of improvement.
• Coach team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skills.

Minimum Qualifications and Requirements:

• At least an Undergraduate Degree preferably in Business Management Studies, Business Administration, Sales, Marketing, or any other relevant field.
• 5+ years of work in leading and supervising a Customer Experience team or call center team.
• Demonstrate a high-performance track record in leading and achieving performance goals in a busy call center environment.
• Strong experience running day to day call center team operations and managing a large workforce.
• Exceptional motivational skills to mentor and bring out the best in team members while focusing on excellent customer experience.
• Strong leadership, management, and interpersonal skills.
• Exhibit good marketing skills to make high sales.
• Excellent presentation skills, communication skills, analytical, critical thinking, and problem-solving skills.
• Good managerial skills to lead the team successfully and can work with different stakeholders in different departments.
• Ability to make good sales decisions.