- Mapping and analyzing the customer journey to identify areas for improvement and innovation
- Understand CRM, cloud telephony systems as well as comprehend what customer love and customer obsession stands for.
- Designing and implementing customer experience strategies that align with the company's brand and business goals
- Gathering and analyzing customer feedback from various channels to inform service enhancements
- Collaborating with marketing, sales, and product development teams to ensure a cohesive customer experience
- Leading customer experience initiatives and projects, from conception through to execution
- Training and guiding customer-facing staff to deliver high-quality service consistent with brand standards
- Monitoring customer satisfaction metrics, such as Net Promoter Score (NPS), and developing plans to improve them
- Managing and responding to customer complaints and service issues in a timely and empathetic manner
- Staying abreast of industry trends and customer service innovations to keep the company's experience competitive
- Creating and maintaining documentation on customer experience processes and policies
- Developing and managing a budget for customer experience improvements and initiatives
- Reporting to senior management on customer experience outcomes and proposing data-driven recommendations for strategic decisions
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