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Senior Customer Experience Specialist
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Key Responsibilities:
- Lead a team of customer service specialists, promoting high performance, continuous improvement, and technical knowledge sharing.
- Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team handles complex technical inquiries and provides accurate, expert advice.
Customer Service Strategy & Process Improvement:
- Develop, implement, and review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.
- Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
- Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified response to customer expectations.
Technical Customer Relations & After-Sales Support:
- Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
- Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
- Work collaboratively with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.
