Customer Experience Manager

hace 1 mes


Xico, México Emma – The Sleep Company A tiempo completo

About Us:

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At Emma – The Sleep Company, we are dedicated to providing our customers with the best experience before and after sales, converting them into ambassadors for our brand. We believe in the importance of a well-rested life and strive to create products that help our customers achieve this goal.

Your Role:

We are seeking an experienced Customer Happiness Coordinator to join our team. In this role, you will be the direct point of contact between Emma and our Contact Center, ensuring smooth daily operations. Your primary responsibilities will include performance monitoring and reporting of the Contact Center, training and knowledge management on both sides, and top-level escalation management.

Key Responsibilities:

  • Ensure the performance monitoring and reporting of the Contact Center
  • Develop and implement effective training programs for Contact Center agents
  • Serve as the top-level escalation manager, resolving escalations in a timely manner
  • Organize ad-hoc trainings and workshops to improve knowledge levels of stakeholders
  • Lead projects cross-teams to continuously improve agents' processes

Requirements:

  • Fluent English language skills
  • Passionate about providing exceptional customer experiences
  • 1-2 years of practical work experience in customer service
  • Strong analytical skills and structured way of working
  • Ability to work independently and take responsibility

What We Offer:

A combination of personal and company growth opportunities to accelerate your career and help you reach your goals.

Salary Information:

The estimated monthly salary for this position is $4,500 - $6,000, depending on qualifications and experience. This figure may vary based on factors such as location and market conditions.



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