Customer Experience Team Leader
17 hours ago
Job Title: Customer Experience Team Lead
About the RoleThis is a permanent full-time position where you will lead a team of professionals in managing customer interactions and service requests to deliver exceptional service experiences.
Key Responsibilities:- Oversee team performance in managing customer contact and service request triage
- Implement and maintain robust quality management processes
- Lead and mentor the Customer Experience Team
- Act as first point of contact for VOC and customer escalations
- Collaborate with clients to maintain strong relationships
- Monitor and report on key performance indicators
You are an experienced leader with a strong focus on customer experience, quality management, and service delivery. Ideally, you bring:
- Proven leadership skills and people performance management
- Stakeholder engagement and communication skills
- Experience in quality management and process improvement
- Proficiency in MS Office and reporting tools
The ideal candidate should have excellent communication and interpersonal skills, with the ability to work effectively in a fast-paced environment.
Requirements:- 5+ years of experience in a leadership role within a customer-facing organization
- Demonstrated expertise in quality management and process improvement
- Excellent communication and interpersonal skills
- Ability to work effectively in a fast-paced environment
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