4 weeks ago
Job title : Senior Client Experience Manager
Job Location : Lagos
Deadline : June 22, 2024
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ROLE SUMMARY
- Leatherback.co is seeking an experienced Senior Customer Service Manager to oversee and enhance our customer service operations.
- The ideal candidate will have a strong background in customer service management, a passion for delivering outstanding customer experiences, and the ability to lead a team to success.
ROLE RESPONSIBILITY
- Lead, motivate, and mentor a team of customer service representatives to ensure they deliver exceptional service to our customers
- Develop and implement effective customer service strategies, policies, and procedures to enhance the overall customer experience and streamline operations.
- Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
- Monitor key performance metrics, such as response times, customer satisfaction scores, and first-contact resolution rates, and implement initiatives to improve performance.
- Provide ongoing training and development opportunities to the customer service team to enhance their skills and knowledge.
- Collaborate with other departments, including sales, marketing, and operations, to ensure a seamless customer experience across all touchpoints.
- Conduct regular audits of customer interactions to ensure compliance with company policies and procedures and maintain service quality standards.
- Gather and analyze customer feedback and insights to identify trends, pain points, and opportunities for improvement
- Collaborate with internal teams to ensure timely and successful delivery of products and services
- Leverage technology solutions, such as CRM systems and customer service platforms, to optimize service delivery and enhance efficiency.
ROLE REQUIREMENTS
- Bachelor’s degree in business administration, marketing, or a related field (preferred).
- 5+ years of experience in customer service management, preferably in the retail or e-commerce industry.
- Proven leadership skills with the ability to inspire and motivate a team.
- Strong communication and interpersonal skills.
- Excellent problem-solving abilities and a customer-centric mindset.
- Experience with customer service software and CRM systems.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Flexibility to adapt to a fast-paced, dynamic environment.
- Passion for delivering exceptional customer experiences.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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