Job Overview
We are seeking a dedicated and dynamic Customer Experience Manager to lead our customer support team and enhance the overall client experience. This role is pivotal in ensuring that our customers receive exceptional service and support throughout their journey with us. The ideal candidate will possess strong communication skills, a passion for customer service, and the ability to analyze data to drive improvements.
Responsibilities
- Oversee daily operations of the customer support team, ensuring high-quality service delivery.
- Develop and implement strategies to improve customer satisfaction and retention.
- Manage outbound calling initiatives to follow up with clients and gather feedback.
- Provide training and support to team members on best practices in customer service and phone etiquette.
- Analyze customer feedback and data entry reports to identify trends and areas for improvement.
- Collaborate with sales and client services teams to align on customer needs and expectations.
- Maintain accurate records of customer interactions, cash handling, and transaction details.
- Foster a positive team environment that encourages collaboration and professional growth.
Requirements
- Proven experience in a customer service or call center environment, with a focus on client services.
- Strong communication skills in English; bilingual or multilingual abilities are highly desirable.
- Proficiency in Microsoft Office Suite and general computer skills for data entry tasks.
- Excellent phone etiquette with the ability to handle inquiries professionally.
- Demonstrated sales experience is a plus, along with strong analysis skills to interpret data effectively.
- Ability to manage multiple tasks efficiently while maintaining attention to detail.
- Prior experience in cash handling is preferred but not mandatory.
- A proactive approach to problem-solving with a commitment to enhancing the customer experience. Join us as we strive to provide outstanding service that exceeds our customers' expectations!
Job Types: Full-time, Part-time, Contract, Temporary
Pay: $47,958.32 - $57,756.26 per year
Benefits:
- 401(k)
- Flexible schedule
- Health insurance
- Paid time off
- Work from home
Work Location: Remote
