Customer Experience Improvement Lead
3 days ago
In this pivotal role as a Customer Experience Improvement Lead, you will spearhead efforts to elevate customer service standards and drive business success at Laverne Group | مجموعة لافيرن.
Main Objectives:
- Service Excellence:
- Drive customer service excellence by fostering a culture of quality and accountability.
- Develop and implement strategic plans to enhance customer experiences and satisfaction.
- Process Refinement:
- Conduct thorough process assessments to identify areas for improvement.
- Present and implement innovative solutions to streamline customer service processes.
- Employee Empowerment:
- Provide coaching and guidance to customer service representatives to enhance their skills and knowledge.
- Develop and deliver training programs focused on improving employee performance and customer engagement.
- Customer Feedback:
- Regularly collect and analyze customer feedback to identify trends and areas for growth.
- Collaborate with cross-functional teams to develop targeted strategies to address customer concerns and improve satisfaction.
- Regulatory Compliance:
- Ensure customer service operations align with company standards and comply with relevant laws and regulations.
- Develop and implement policies and procedures to maintain high service quality and integrity.
Desired Profile:
- Educational Background:
- A Bachelor's degree in Business Administration, Quality Management, or a related field.
- Professional Experience:
- At least 1-3 years of experience in customer service or quality assurance.
- Familiarity with Customer Relationship Management (CRM) software.
Necessary Skills:
- Proven leadership and project management skills to drive customer experience initiatives.
- Exceptional analytical ability for evaluating performance and analyzing data.
- Strong communication skills for conveying feedback and recommendations.
- Meticulous attention to detail to uphold premium service quality.
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