As the Customer Experience Lead you will be responsible for ensuring an exceptional customer journey from onboarding to retention. This role requires a deep understanding of Call Center Operations, Customer Retention Strategies, and overall Customer Experience activities.
Responsibilities
Call Center Management:
Oversee Call Center operations, including inbound and outbound customer interactions.
Develop and implement best practices for call handling, escalation procedures, and quality assurance.
Train and coach Call Center staff to deliver excellent customer service.
Monitor call center metrics and KPIs to identify areas for improvement and optimize performance.
Operational Efficiency:
Develop and implement efficient Call Center processes and procedures to optimize productivity and minimize response times.
Monitor Call Center metrics, such as average wait time, first call resolution rate, and customer satisfaction scores, and take appropriate action to address any performance issues.
Identify opportunities for process improvement and implement strategies to enhance overall efficiency and effectiveness.
Technology Utilization:
Evaluate, select, and implement contact center technology solutions to support operational objectives and improve efficiency.
Stay updated on emerging technologies and trends in contact center management to drive innovation and continuous improvement.
Ensure proper utilization and maintenance of contact center software, hardware, and infrastructure.
Utilize Call Center technologies and tools, such as automatic call distribution (ACD) systems, interactive voice response (IVR) systems, and customer relationship management (CRM) software, to optimize operations and enhance the customer experience.
Partner with IT and vendors to maintain and troubleshoot call center systems and software, ensuring maximum uptime and functionality.
Stay informed about emerging technologies and trends in call center management to identify opportunities for innovation and improvement.
Customer Experience Enhancement:
Champion a customer-centric approach within the call center, emphasizing the importance of delivering personalized, empathetic, and solution-oriented service to customers.
Develop and implement initiatives to enhance the overall customer experience, including call routing optimization, IVR enhancements, and customer feedback mechanisms.
Collaborate with cross-functional teams, including marketing, sales, and product development, to address customer pain points and drive continuous improvement in products and services.
Customer Experience Activities:
Oversee all aspects of the customer journey, including onboarding, support, and post-purchase engagement.
Develop and implement customer experience initiatives to enhance satisfaction and loyalty.
Coordinate with marketing and product teams to ensure a seamless and consistent customer experience across all touchpoints.
Conduct regular audits and assessments of the customer experience to identify areas for improvement and innovation.
Customer Satisfaction:
Ensure that all customer inquiries, concerns, and complaints are addressed promptly and professionally.
Monitor customer feedback and satisfaction metrics to identify trends and areas for improvement.
Work closely with other departments, such as product development and marketing, to communicate customer feedback and drive initiatives to enhance the customer experience.
Customer Service Excellence:
Ensure that call center agents deliver exceptional customer service by providing accurate information, resolving customer issues efficiently, and maintaining a professional demeanor.
Implement customer service standards, policies, and procedures to ensure consistency and quality in customer interactions.
Address customer complaints and escalations promptly and effectively, seeking opportunities to improve service delivery and prevent future issues.
Customer Retention:
Develop and execute strategies to increase customer retention and reduce churn.
Analyze customer feedback and data to identify patterns and opportunities for improvement.
Collaborate with cross-functional teams to implement retention initiatives, such as loyalty programs, targeted promotions, and personalized communication strategies.
Monitor retention metrics and adjust strategies as needed to meet retention goals.
Reporting and Analysis:
Generate and analyze call center performance reports to track key metrics, identify areas for improvement, and make data-driven recommendations for operational enhancements.
Provide regular updates and insights to senior management regarding call center performance, trends, and challenges.
Collaborate with other departments, such as sales, marketing, and product development, to share customer insights and feedback and drive continuous improvement initiatives.
Quality Assurance:
Establish quality standards for customer interactions and monitor adherence to these standards through call monitoring and evaluation.
Conduct regular quality assurance audits to identify areas for improvement and provide additional training and support as needed.
Team Leadership:
Lead and motivate a team of customer experience representatives to achieve departmental goals and objectives.
Foster a positive and collaborative work environment that promotes employee engagement and development.
Provide regular feedback and performance evaluations to team members to support their growth and success.
Knowledge and Experience
Exceptional communications and people skills
A self-starting, motivated, and inspirational leader
A Bachelor’s degree in business administration or a related field
3+ years of experience in a related function with direct customer contact and engagement experience, in a post-sale or professional services function
Proficient with Microsoft Office Suite or related software
Experience working with web or mobile app product
Experience with customer data platforms (CDP), digital marketing platforms and a real passion for new technologies
Experience in resolving complaints and minimising conflicts
Skills and Attributes
Strong judgement, collaboration, and leadership
You enjoy learning new technologies and will roll up your sleeves to learn how things work
Self-motivated, detail-oriented, and enjoy continuous learning. You will be able and willing to develop a strong knowledge of our infrastructure and products
Strong project management skills and an ability to multitask within a fast growing company environment
Excellent interpersonal and customer service skills
Excellent organisational skills and attention to detail
Strong analytical and problem-solving skills
Strong supervisory and leadership skills
Experience managing people in retail or direct-to-consumer sales experience a plus
Ability to think critically and adapt quickly in a flexible environment
Entrepreneurial spirit / self-starter
Interest in socially and environmentally responsible organisations and products
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