Email:

info@trustededgeconsult.com
trusted@trustededge.ng

Contact Phone

+234-705-041-5550

Mon - Fri

9.00am - 6.00pm
CUSTOMER EXPERIENCE MANAGEMENT MANAGER @ Trusted Edge Partner
  • LAGOS
  • MANUFACTURING
  • Application Deadline : 22nd August, 2019

Description

Job Objectives:

Customer Experience Manager to drive customer satisfaction and retention among customers. For the customer, you will pre-empt and remove any obstacles they may encounter; resulting in consistent and seamless interactions with the company at every stage of their journey. With your colleagues, you will act as the voice of the customer; fostering inter-departmental collaborations and sharing valuable insight to enhance the customer experience from a number of different angles. This role may require regular travel and a flexible schedule to accommodate out-of-hours customer care.

Job Responsibilities:

•Build personal relationships with customers in order to fully understand their needs and assess their perception of service levels;

•Develop and implement customer service policies for the organization

•Measure customer satisfaction and improve services

•Maintain an overview of all activity on your customers’ account - anticipating any potential issues and guide the team to resolving them in the best possible way;

•Build a full and complete understanding of your customers’ contract and special terms (rebates, Bank guarantee, clean credit etc.)

•Identify up-selling / cross-selling opportunities by establishing a sound understanding of customers’ current and future needs. 

•Ensuring that customer needs are reflected in decisions made across the company;

•Becoming the expert for your respective region and proactively feedback to other departments on specific practices, restrictions, cultural expectations or service trends which may improve the customer journey;

•Championing a positive, professional, and ‘can do’ culture of continuous improvement.

•Collaborating with Contact center and Operations to obtain timely relevant reports and/or information and to drive a great first-time resolution for the customer;

•Closely overseeing issue resolution for your customers, taking over on direct communication with the customer where necessary or in response to particularly sensitive issues or complaints;

•Developing processes and/or procedures which minimize the recurrence of issues;

•Working with Sales and Management to manage end-of-contract disputes, ensuring a satisfactory conclusion for all parties with focus on future renewal business. 

•Ensure the contact center have a full and deep understanding of customers (including communication of preferences, operational procedures, etc.;

•Conduct spot checks on the work performed for customers to ensure that quality and accuracy is properly upheld.

Competence Requirements:

Technical:

•Communication Management

•Process and Procedure Management

•SOP Management

•Revenue Growth Management

Generic:

•Skilled relationship-builder with the ability to communicate and influence effectively at all levels;

•Customer-focused and a natural problem-solver;

•Professional, articulate and well-presented with natural gravitas;

•Credible commercial awareness and business acumen;

•Demonstrates accuracy, a thorough attention to detail and efficient time management skills.

Educational Qualifications:A Bachelor’s Degree. An MBA is desirable, but not mandatory.

Desired Experience:Minimum of 10 years of experience, in customer experience management and contact center management.





Short Info

  • Posted: 10 months ago
  • Industry: MANUFACTURING
  • Employment Type: FULL-TIME

Company Info