Customer Experience Manager

• The Customer Experience Manager ensures customers receive excellent service at every stage of their interaction with the company.
• The role involves developing customer service standards, managing customer feedback, resolving escalated complaints, improving customer satisfaction, and building long-term customer loyalty.

Key Responsibilities

• Develop and implement customer experience strategies and service standards.
• Oversee customer interactions across telephone, email, social media, live chat, and other service channels.
• Supervise and support customer service representatives.
• Ensure customer enquiries and complaints are resolved promptly and professionally.
• Handle complex and escalated customer complaints.
• Monitor customer satisfaction and identify areas for service improvement.
• Develop procedures for managing customer complaints, enquiries, and feedback.
• Analyse customer feedback to identify recurring problems and recommend solutions.
• Work with sales, marketing, and operations teams to improve the overall customer journey.
• Develop customer retention and loyalty initiatives.
• Train employees on customer service standards and professional communication.
• Monitor service delivery and ensure compliance with company policies.
• Prepare customer experience reports for management.
• Recommend process improvements to enhance customer satisfaction and operational efficiency.

Requirements

• Interested candidates should possess relevant qualifications and experience.

Method of Application

Interested and qualified candidates should send their updated CV to:[email protected]using the Job Position as the Subject of the email.