Head of Customer Experience
Job Description
Title: Head of Customer Experience
Company Name: Staff Asia
Vacancy: Not specific
Job Location: Sylhet
Employment Status: Full-time
Experience Requirements:
∎ At least 5 year(s)
Job Responsibilities:
∎ What will you be doing?
∎ Develop a high performing and highly efficient customer service team. You will be expected to share best practices all around
∎ Hiring, training, motivating and retaining a world class team that embodies the City Pantry spirit and values.
∎ Identifying operational efficiencies that would allow us to hit all of our internal target, lead and lag measures.
∎ Optimizing the use of technology and telephony platforms e.g. text, chat, email to maximize team efficiency and scalability, while providing the best possible experience for our customers.
∎ Motivating, inspiring and developing the broader Customer Service team, taking a hands on role as required.
∎ Creating the right team management structures, policies and procedures.
∎ Create collaborative, yet constructive/challenging relationships with the other team leads and third parties.
∎ Scope and prioritize all necessary initiatives - internal, cross functional or external - to take the customer experience to the next level. This would include the building of any business cases to support the case for changes to policies, processes or required investments.
∎ Work with the company leadership team and other team leads to explore:
∎ How the Customer Service team can support the other areas of the business when it comes to increasing overall business efficiency and scalability.
∎ How to improve the Customer Experience across all customer touchpoints.
Additional Requirements:
∎ A minimum of 2 years' experience in the customer service space (Call Center environment), with at least 3 years in a management capacity.
∎ Experience of having led and scaled a customer facing team in a fast growing company, ideally one that operates across email, chat, text and phone channels.
∎ Have implemented and/or optimized customer-related technologies and telephony systems in previous companies, e.g. Zendesk, CRM systems, etc.
∎ Strong leadership skills, with the gravitas to define and champion the customer experience, challenging other leaders in the business where necessary.
∎ The analytical rigor and problem solving skills required to build business cases and analyze and report on outcomes in a data-driven company.
Application Deadline: August 13, 2019
Company Information:
∎ Staff Asia
Category: Customer Support/Call Centre
Source: bdjobs.com
Deadline Expired on 13th Aug 2019
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