Customer Experience Management Develop and implement customer service policies and procedures. Handle complex or escalated customer inquiries and complaints. Ensure timely and professional responses to customer issues across all communication channels.
Operations & Strategy Monitor and analyze service metrics and KPIs to identify areas for improvement. Collaborate with cross-functional teams (e.g., Sales, Product, Technical Support) to resolve issues and improve the customer journey. Utilize customer feedback to influence product/service improvements.
Reporting & Documentation Generate and present regular reports on customer service performance and trends. Maintain documentation of common issues and resolution procedures.
Qualifications
1 year of customer service experience
Able to work in a shift environment
Strong interpersonal and communication skills.
Proven ability to manage teams and handle high-pressure situations.
Experience with customer service software and CRM platforms.
