Job Responsibilities:
- Assist in managing the daily operations of the CX (Customer Experience) department.
- Oversee the performance of customer service representatives and ensure high levels of customer satisfaction.
- Collaborate with the CX Manager in developing and implementing strategies to improve customer experience.
- Handle escalated customer issues and provide timely resolutions.
- Analyze customer feedback and data to identify areas for improvement.
- Train and onboard new customer service team members.
- Monitor and report on key performance indicators related to customer service.
- Assist in creating and maintaining customer service policies and procedures.
- Act as a liaison between the CX team and other departments to ensure seamless communication and coordination.
Skills
Essential Qualifications:
- Bachelor's degree in Business Administration, Marketing, or related field.
- Proven experience in a customer service or customer experience role.
- Excellent communication and interpersonal skills.
- Strong leadership and problem-solving abilities.
- Ability to work effectively in a fast-paced environment.
- Proficiency in Microsoft Office suite.
Desired Experience:
- Prior experience in supervising or managing a customer service team.
- Familiarity with CRM systems and customer feedback tools.
- Experience in analyzing customer data to drive improvement initiatives.
- Knowledge of best practices in customer experience management.