Customer Experience Improvement Lead

3 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Laverne Group | مجموعة لافيرن Full time
Lead Customer Experience Improvement

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:

  1. 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.
  2. Process Refinement:
    • Conduct thorough process assessments to identify areas for improvement.
    • Present and implement innovative solutions to streamline customer service processes.
  3. 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.
  4. 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.
  5. 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:

  1. Educational Background:
    • A Bachelor's degree in Business Administration, Quality Management, or a related field.
  2. Professional Experience:
    • At least 1-3 years of experience in customer service or quality assurance.
    • Familiarity with Customer Relationship Management (CRM) software.

Necessary Skills:

  1. Proven leadership and project management skills to drive customer experience initiatives.
  2. Exceptional analytical ability for evaluating performance and analyzing data.
  3. Strong communication skills for conveying feedback and recommendations.
  4. Meticulous attention to detail to uphold premium service quality.


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