Job Summary: Oversees customer interactions and ensures a positive customer experience by addressing issues, analyzing feedback, and implementing improvements.
Key Responsibilities:
Manage customer feedback and escalate major issues to the appropriate teams.
Analyze customer data to identify trends and recommend enhancements to processes.
Collaborate with marketing, sales, and support teams to ensure a seamless customer journey.
Develop and maintain customer satisfaction metrics and reports.
Participate in the development of customer loyalty programs.
Key Focus Areas:
Customer feedback and satisfaction
Cross-departmental collaboration
Reporting and analytics
Skills and Knowledge Required:
Strong interpersonal and communication skills.
Knowledge of customer relationship management (CRM) tools.
Analytical skills to interpret customer data and recommend actionable improvements.
Educational Qualifications:
Bachelor’s degree in business administration, marketing, or a related field.
Experience:
3–5 years of experience in customer service, customer experience, or related roles.
Tools and Technologies:
CRM software (e.g., Salesforce, HubSpot), survey tools, and analytics platforms.
Other Requirements:
Proactive attitude with a customer-first mindset.