Customer Experience Team Leader

Position purpose :
The Customer Experience Team Leader position is responsible for increasing the loyalty customers have to the group. Typically, a customer experience team leader must make use of three disciplines
– customer loyalty management
– customer relationship management
– customer value management, to improve customer experiences. CLM maximizes customer loyalty while CRM is the strategy of managing all of an organization's interactions with customers. CVM is how an organization manages each customer relationship to achieve maximum lifetime profit from the entire customer base.
Task Duties & Responsibilities (TDR) :
Below is a list of material responsibilities and essential duties which must be completed to achieve the objectives of this position
– Give constant direction to CX Business Partners (CXBP) in each subsidiary to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
– Assess how Subsidiaries' work together to deliver excellent customer service.
– Employ a variety of analysis tools such as best practice surveys to improve customer experiences
– Give detailed statistical feedback on performance of CX Business Partners to the CX and Marketing Manager for staff evaluation and reward purposes.
– Observe performance of CX Business Partners to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, report disciplinary measures against any Business Partners when appropriate.
– Provide assistance to CX Business Partner whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching, direction, and resolution
– Ensure that all the necessary tools needed by the CX Business Partners, including equipment, appliances, and the proper training, are available to enable smooth flow of operations and customer satisfactions
– Step in to attend to customers that are proving difficult to CXBP and resolve their complaints.
– Create and maintain a high-quality work environment so CXBP are motivated to perform at their highest level
– Delegate different customer service duties to CXBP to ensure a faster and smoother flow of operation through division of labor
– Creates, implements, and continually evaluates work procedures and processes to enhance departmental service delivery and the organization, as well as operating procedures and standards
– Serve as the middleman between the organization and the CXBP to ensure smooth communication and settling of grievances that may arise in the course of work.

Job Details

Date Posted: 2017-07-24
Job Location: Al Kuwait, Kuwait
Job Role: Customer Service and Call Center
Company Industry: Management

Preferred Candidate

Career Level: Mid Career
Degree: Bachelor's degree

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