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21/07 Swati
Talent Acquisition Specialist at Sutra Services Pvt Ltd

Views:348 Applications:229 Rec. Actions:Recruiter Actions:114

Customer Experience Manager - Product Firm (3-10 yrs)

Mumbai Job Code: 835157

Customer Experience Manager - Product company - Mumbai

Customer Experience Manager

This role involves managing customer experience including but not limited to managing the customer support function.

Key responsibilities :

- Oversee the hiring, orienting, and training of an organizations customer experience team

- Define and implement standards/procedures for ensuring the optimal customer experience

- Conduct surveys to gather information on customer opinion of rendered services

- Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries

- Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company

- Liaise with the production and creative departments to ensure delivery of high-quality products and services

- Establish communication mediums through which customers can readily contact a company and vice versa

- Oversee the restructuring of an organization into a customer-focused establishment

- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service

- Prepare and manage annual budgets in achieving set objectives and goals

- Conduct studies and research to discover new techniques necessary for improving customer experience

- Organize training programs for customer experience representatives in order to update their job

- Knowledge and enhance their skills

- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

- Attend seminars, workshops, and conferences to improve on existing job knowledge.

Qualification :

- Excellent interpersonal and communication skills

- At least 3 years of experience as a leader in handling customer support for complex products

- Knowledge of various tools and software that can be used for better operational efficiency and customer experience

- Ability to adapt, build teams, and work in a dynamic start-up environment.

Women-friendly workplace:

Maternity and Paternity Benefits

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