Customer Experience Manager

We are seeking a dedicated and experienced Customer Experience Manager to enhance the customer journey across all touchpoints. The ideal candidate will have a passion for customer service and a strong background in developing and implementing customer experience strategies.

Job Responsibilities

• Create and execute a comprehensive customer experience strategy aligned with company goals and values, ensuring a seamless and high-quality experience.
• Analyze and improve the end-to-end customer journey, identifying pain points and areas for enhancement.
• Collect, analyze, and act on customer feedback to drive continuous improvement.
• Provide exceptional customer service to address inquiries, concerns, and requests promptly and maintain a high level of responsiveness.
• Develop a deep understanding of our products and services, understand clients' needs and preferences, and collaborate with the sales team to identify upselling and cross-selling opportunities.
• Train frontline team to deliver excellent service.
• Track KPIs like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Retention Rate.

Job Requirements

Working Hour : Monday to Friday 9 : 30am to 5 : 30pm, Saturday 9 : 30am to 1 : 00pm

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