وظائف تنقيب الاردنوظائف في الاردن
Contact Center / Customer Experience Manager
Job Summary:
Responsible for developing and implementing customer relations procedures, training and supervising customer relations representatives as well as handling difficult customer service issues and resolving conflict.
Improving the overall customer experience by ensuring customers are satisfied with the products or services they receive.
Key Responsibility Areas:
- Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
- Developing objectives for the contact center’s day-to-day activities
- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collecting and analyzing contact-center statistics to identify trends and assess customer satisfaction levels
- Evaluating the performance with key metrics (accuracy, call-waiting time etc.)
- Preparing reports for different departments or upper management
Requirements:
- Bachelor's degree in business or a related field is required
- A minimum of 3 years as a Customer Experience Manager
