Customer Experience Manager

hace 9 horas


Xico, México Tbwa ChiatDay Inc A tiempo completo
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Customer Experience Manager. As a key member of our organization, you will be responsible for ensuring the development, engagement, and performance of our internal customer service team.

Key Responsibilities
  • Ensure the development, engagement, and performance of the internal customer service team
  • Create a safe and positive environment for team members to learn from each other
  • Manage the Internal Team efficiency, quality, and customer satisfaction indicators
  • Identify performance improvement opportunities and create action plans (KPIs)
  • Manage knowledge strategically by capturing and improving access to knowledge
  • Provide the best customer experience through results of satisfaction and quality
Requirements
  • Specific tools the Xplead will need
  • Communicate the outcomes/insights to various stakeholders to aid strategic decisions for improvements in support experience for all customers
  • Effectively lead team meetings (document it when needed)
  • Knows how to correlate different metrics, as well as to identify the root causes, when applicable
  • Develops action plans and implements them according to what was defined in order to improve the operational metrics
What We Offer

We offer a dynamic and challenging work environment, opportunities for growth and development, and a competitive compensation package.



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