Customer Experience Lead

Roles and Responsibilities

• Manage customer experience through various channels such as voice, chat, social media, and after sales service.
  
• Develop and implement strategies to improve customer retention rates by providing exceptional service experiences.
  
• Collaborate with cross-functional teams to resolve complex customer issues and ensure timely resolutions.
  
• Analyze data to identify trends and areas for improvement in the customer journey.
  
• Provide coaching and training to team members on best practices for delivering outstanding customer experiences.
  

Desired Candidate Profile

• Strong understanding of CRM systems and ability to analyze data to drive business decisions.
  
• Excellent communication skills with ability to work effectively across multiple channels (voice, chat).
  
• Proven track record of improving customer satisfaction ratings through process improvements.