Customer Experience Manager Job Opening 2021

Customer Experience Manager Opening 2021

Responsibilities

1.Prepares and facilitates the monthly Customer Experience Council by providing insights & recommendations based on CX metrics

2.Ensures that all complaints are handled to the highest quality by driving regular and structured quality checks on complaint logs and resolutions offered to the customers while adhering to established internal policies and external regulations

3.Accountable for the reduction and/or close management of complaints volume, with quality being maintained in accordance with regulatory requirements: Complaints volume for both Customer and BSP, First Contact Resolution, Customer Experience Surveys, Net Promoter Score (Customer Loyalty), App Store Ratings, Social Media Ratings

4.Work with senior management across key stakeholders to constantly challenge status quo or local practices regarding handling customer concerns

5.Work across business and functions to create an organizational momentum for change based around Client customer obsession principles, ensuring customer experience is optimized by developing internal engagement program & rewards & recognition program

6.Provide governance on the quality of complaints management and own the end-to-end complaint handling process including the ticket management system, monitoring, and tracking

7.Knowledge and understanding of complaints data, influence and advise key partners and stakeholders to shape country implementation of strategy and to ensure causes of complaints are managed closely and rectified where required

8.Support Head of CX in providing a high quality, customer-driven support function

9.Provide recovery of customer experience through crisis and/or interruption communication caused by system/ service issue, review written customer facing communication, and guidance on complex / escalated complaint

Required Competencies and Skills

Strong communication and listening skills

Strong analytical skills

Strong problem solving skills

Excellent critical thinking skill

Microsoft Excel and Data management skills

Superior sense of urgency

Excellent customer orientation skill

Project management skills

Ability to identify and track relevant KPIs

Fast learner and always aim for superior quality

Qualifications:

Diploma/Degree holder in any discipline.

A minimum of 4 years' relevant experience

Individuals with prior experience in Financial Services are preferred

Preferably had experience in quality assurance

Ability to effectively prioritize and execute tasks in a high-pressure environment

Able to apply standard CX analytics and generate insights from data

Preferably at least had 2 years of experience in leading a team

Outstanding record of project management success, both in results achieved and in use of the professional methodology.

Interested applicants may send to [Login to view email address]