Co-Founder at ClevrHyk Solutions Private Limited
Views:292 Applications:99 Rec. Actions:Recruiter Actions:53
Lead - Customer Experience - B2B Marketplace (6-9 yrs)
Job brief :
The Customer Experience Lead is responsible for being the voice of the customer and ensuring all the customer issues are addressed in a timely manner.
- Builds team and process and setup KRAs to drive customer service experience, including but not limited to handling inbound queries and proactive communication of potential issues.
- Take ownership of customers issues and follow problems through to resolution
- Be the voice of the customer and helps the business team identify the key customer issues in real-time
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry's developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Proven working experience in managing customers and leading agents/account management teams.
- Proficiency in spoken and written English
- Working knowledge of customer service software, databases and tools
- Awareness of industry's latest technology trends and applications
- Ability to think strategically and to lead
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation