Job Purpose:

The CXM will lead and promote a positive culture of improved customer experience. The role is responsible for handling client queries to successful resolve of complaints and provide timely feedback in a way to promote the brand and grow the business.The role reports pattern of complaints, from product, process or peoples’ skills gap to the GM for follow-up on corrective action to eliminate complaints and achieve excellence in Customer service.

Key Responsibilities

• Develop and implement strategies to improve customer satisfaction and loyalty.
• Maintain an excellent standard of customer service by ensuring that all customers’ needs are met in a timely and efficient manner.
• Handle customer complaints in a professional and courteous manner, escalating to senior management when necessary,
• Lead and inspire the customer service representatives and all customer-facing staff.
• Stay up-to-date on industry developments and best practices
• Conducting market research to identify new trends in customer preferences and behavior
• Identify, participate and support training of staff frequent complaints and areas for improvement of our products or services, including customer engagement skills and systems.
• Train, coach, and develop customer service staff to ensure they are providing the highest level of service possible.
• Managing the overall performance of customer service representatives by coaching them to interact, deal with customer complaints and improve their performance on a regular basis.
• Liaise with other departments within the organization to ensure smooth communication and efficient resolution of customer queries by promoting teamwork and collaboration.
• Working closely with other departments, operations, finance, marketing etc. to ensure that customer requests are processed promptly and properly.
• Support development of training programs to improve customer service skills among team members.
• Analyze data to identify trends in customer preferences, satisfaction levels, and complaints
• regarding our products or services.
• Attend trade shows and conferences to network with potential and existing customers.
• Prepare reports for senior management on customer service metrics and KPIs.
• Manage customer service budgets and departmental expenditure.
• Participate and support improvement of our products or services.
• Effectively disseminating CEO’s expectations down the organization.
• Maybe called from time to time to do other duties but within the scope of this role.

Requirements

• Diploma or BA degree in business, communications, or related field.
• Experience in customer service with at least 3 years in a management role.