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Customer Experience Manager
hace 2 meses
{"h1": "Customer Experience Supervisor", "p": "At Robert\u0027s Enterprises, S. De R.L. De C.V., we are seeking a Customer Experience Supervisor to manage the daily operations of our customer service department. This role involves ensuring that customer inquiries are addressed promptly, efficiently, and with a high level of professionalism. The ideal candidate will possess strong leadership skills, a passion for customer satisfaction, and the ability to analyze and improve customer service processes.", "h2": "Key Responsibilities:", "ol": [{"li": "Supervise, mentor, and motivate a team of customer service representatives to deliver high-quality support to our customers."}, {"li": "Manage daily operations, including shift scheduling, channel management (email, phone, live chat), workload distribution, and adherence to service level agreements (SLAs)."}, {"li": "Oversee the resolution of complex customer issues and ensure that all inquiries are handled in a timely and effective manner."}, {"li": "Analyze customer service metrics and feedback to identify areas for improvement. Implement and monitor strategies to enhance the efficiency and effectiveness of the customer service team and technology stack."}, {"li": "Prepare and present regular reports on customer service metrics, including response times, resolution rates, case driver analysis, customer satisfaction scores, and warranty trends."}, {"li": "Collaborate with other departments to provide customer insights and escalations. Work closely with Sales, Marketing, and Product Development to improve the overall customer experience."}, {"li": "Gather and analyze customer feedback to identify trends and areas for improvement. Develop and implement strategies to address common issues and enhance overall customer satisfaction."}, {"li": "Design and deliver training programs for new and existing team members. Ensure that the team is knowledgeable about products, policies, and best practices."}, {"li": "Conduct weekly agent evaluations through call listening, ticket reviews, CSAT scores, and provide actionable feedback."}], "h2": "Requirements:", "ul": [{"li": "Proficiency in English"}, {"li": "Professional verbal and written communication skills"}, {"li": "Bachelor\u0027s degree, College degree, or equivalent professional experience"}, {"li": "4+ years of experience in customer service, with at least 2 years in a supervisory or leadership role."}, {"li": "Experience with both B2B and DTC customer service and order management"}, {"li": "Proficiency in customer service software, CRM, and order management systems. Experience with Zendesk Professional Suite considered an asset."}, {"li": "Analytical mindset with the ability to interpret data and drive improvements based on metrics."}]
