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Senior Customer Experience Specialist
2 weeks ago
Job Title: Senior Customer Experience Specialist
Job Description:We are seeking an experienced and dynamic customer experience specialist to lead and elevate our client's customer service operations. This pivotal leadership role is designed for a hands-on manager who thrives in a technical, trade-focused environment.
As a senior customer experience specialist, you will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our client's reputation for excellence and expertise.
Key Responsibilities:- Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- Manage the full employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate, expert advice.
A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
Proven Bachelor Degree or Equivalent.
Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
Demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.
Exceptional communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
Proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
Solid administrative skills and proficiency with CRM systems and standard office software.
Benefits:Opportunity to work with a leading organization in the industry.
Chance to develop and implement innovative customer service strategies.
Competitive salary package and benefits.
Others:If you are a strategic leader passionate about driving customer excellence in a technical field, we would love to hear from you.
