Head of Customer Experience

Fanavari Tejarat Chabok Noavar Arang Tehran

Posted 2 months ago

Job Description

•Main Objective: We’re seeking a customer-oriented team leader who is excited about the opportunity to make a difference as the company evolves. As the face and voice of the Company, the Customer Experience team provides a complete customer experience using in-depth brand and related part knowledge. The candidate will address and resolve issues related to assessing how the sales, marketing and service entities work together with operations to deliver a seamless consistent customer experience at every touch point. The Head of Customer Experience will hire, coach, develop, and oversee a team of customer experience specialists who interact with customers to provide exceptional service, solve problems, and expand business relationships. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. •Main Responsibilities: -Developing customer experience programs and Improving CX quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results -Monitoring and analyzing surveys results, the voice of the customer, complaints, and related data to understand and measure the customer satisfaction -Responsible for the development of reporting systems, data analysis and proposing solutions for all parts of the customer journey -Assesses individual and team performance on a regular basis and provides timely feedback regarding developmental and training needs -responsible for developing programs in order to enhance customer satisfaction, loyalty and retention -Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands -Recognizes and acts on the needs to improve the development and delivery of services -Understanding customer experience related metrics and responsible for the quality of them -Develops, motivates, evaluates and coaches staff on work procedures, and teamwork delivering excellent customer experience. Available to staff to answers questions and give ongoing feedback. -Responsible for service and process development and inter-departmental coordination

Requirements

-Bachelor’s degree from reputable universities (Engineering, Business Administration, Economy or related fields), Master’s degree is a plus -Minimum 3 years of customer experience -In-depth knowledge of customer service principles and practices -Data driven and excellent analytical skills -Decision-making capabilities, innovation in problem-solving and ability to optimize existing processes -Excellent knowledge of Microsoft Office (specially Excel), Ticketing systems and CRM software, (E-commerce familiarity is a plus) -Exceptional communication, persuasion, team working and team management skills -Able to work within a dynamic and fast-paced environment and work well under pressure -Excellent verbal, written and presentation skills in Persian and English -Completed military service for male candidates -Ideal Age Range: Maximum 40

Job Category:

Sales & Customer Service

Marketing, Advertising, Market Research & Branding

Employement type:

Full Time

Job Category:

Sales & Customer Service

Marketing, Advertising, Market Research & Branding

Employement type:

Full Time

To see more jobs that fit your career

Similar Jobs

Tehran
Tehran
Tehran

Advertising Manager

A Leading Company Active in Manufacturing

Tehran
Tehran

Internal Sales Manager

A Leading Company Active in Manufacturing

Tehran
Tehran

Sales Expert

A Leading Company Active in Manufacturing

Tehran

Salary Estimator

Discover your current worth in the job market.