Customer Experience Lead

Key Responsibilities:Customer Experience Management

• Monitor and improve the end-to-end customer journey.
• Develop and implement customer experience strategies and initiatives.
• Ensure consistent service standards across all customer touchpoints.
• Identify pain points and recommend solutions to enhance customer satisfaction.

Customer Feedback & Insights

• Collect, analyze, and interpret customer feedback from surveys, social media, emails, and other channels.
• Monitor customer satisfaction metrics such as CSAT, NPS, and Customer Effort Score (CES).
• Prepare regular reports and present actionable insights to management.

Team Leadership

• Lead, mentor, and support customer service representatives.
• Conduct coaching sessions and performance reviews.
• Ensure adherence to service quality standards and KPIs.
• Foster a customer-centric culture within the team.

Process Improvement

• Identify opportunities for process optimization and service enhancement.
• Collaborate with Operations, Sales, Marketing, HR, and IT teams to improve customer experience.
• Develop and update customer service SOPs and service guidelines.

Complaint Resolution

• Manage escalated customer complaints and ensure timely resolution.
• Conduct root cause analysis for recurring customer issues.
• Implement corrective and preventive actions to improve service delivery.

Reporting & Analytics

• Track and report customer experience KPIs.
• Maintain dashboards and customer experience reports.
• Provide recommendations based on customer trends and service performance.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• First Contact Resolution (FCR)
• Complaint Resolution Time
• Customer Response Time
• Service Quality Score
• Customer Effort Score (CES)

Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field.
• 4–7 years of experience in Customer Service, Customer Experience, or Contact Center Operations.
• At least 1–2 years of team leadership experience preferred.

Skills & Competencies

• Customer Relationship Management
• Leadership & Team Management
• Communication & Interpersonal Skills
• Problem Solving & Conflict Resolution
• Data Analysis & Reporting
• Process Improvement
• Stakeholder Management
• Microsoft Office & CRM Systems

Preferred Tools

• Salesforce
• HubSpot
• Zoho CRM
• Microsoft Dynamics
• Power BI
• Google Analytics

Working Relationships

• Sales Team
• Marketing Team
• Operations Team
• IT Team
• Quality Assurance Team
• Senior Management

Pay: From Rs120,000.00 per month

Work Location: In person