Customer Experience Director
6 days ago
We are a leading company in the automotive industry, dedicated to delivering exceptional customer experiences. Our team is passionate about innovation and excellence.
Salary:
Up to $7,000/month with variable bonus
Job Description:
We are seeking a strategic Call Centre Manager to lead our customer experience initiatives and maintain exceptional retail standards. This role is pivotal in enhancing customer satisfaction, managing the Customer Experience Call Centre, and ensuring seamless collaboration with Sales, Aftersales, and Marketing teams.
Key Responsibilities:
- Develop and implement innovative customer experience strategies to enhance satisfaction and loyalty
- Lead and inspire the Customer Experience Call Centre team, fostering a culture of accountability and excellence
- Continuously improve the customer journey by identifying and addressing touchpoints for enhanced service delivery
- Oversee the resolution of customer complaints and quality-related issues to ensure timely and satisfactory outcomes
- Analyze customer feedback and performance data to identify trends and develop actionable strategies
- Train and develop staff to uphold high service standards and maintain a professional customer approach
- Partner with Sales, Aftersales, and Marketing teams to ensure a consistent and seamless brand experience
- Define, maintain, and communicate retail standards to reflect the brand's quality and sophistication in customer interactions
- Ensure a visually compelling and customer-friendly retail environment
Requirements:
- Bachelor's degree in Business, Communications, or a related field
- At least 5 years of experience in Customer Experience or Service Management, preferably within the automotive or related industries
- Proven leadership experience in managing teams and improving customer service performance
- Strong strategic thinking and analytical skills
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