Customer Experience Manager
hace 5 días
We are seeking a highly skilled Customer Experience Supervisor to join our team at Robert'S Enterprises, S. De R.L. De C.V. as a key member of our customer service department. The ideal candidate will possess strong leadership skills, a passion for customer satisfaction, and the ability to analyze and improve customer service processes.
Key Responsibilities- Team Leadership: Supervise, mentor, and motivate a team of customer service representatives to deliver high-quality support to our customers.
- Operational Management: Manage daily operations, including shift scheduling, workload distribution, and adherence to service level agreements (SLAs) to ensure the team meets or exceeds performance targets.
- Customer Support: Oversee the resolution of complex customer issues and ensure that all inquiries are handled in a timely and effective manner, acting as an escalation point for high-priority or sensitive cases.
- Process Improvement: Analyze customer service metrics and feedback to identify areas for improvement, implementing and monitoring strategies to enhance the efficiency and effectiveness of the customer service team and technology stack.
- Goal Achievement: Demonstrate responsibility and accountability in meeting team goals and KPIs, OKRs, and sales targets.
- Reporting & Analysis: Prepare and present regular reports on customer service metrics, including response times, resolution rates, case driver analysis, customer satisfaction scores, and warranty trends, using data to drive decision-making and strategy.
- Experience: 4+ years of experience in customer service, with at least 2 years in a supervisory or leadership role.
- Skills: Proficiency in English, professional verbal and written communication skills, analytical mindset with the ability to interpret data and drive improvements based on metrics.
- Education: Bachelor's degree, College degree, or equivalent professional experience.
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