At ASUS, we strive to deliver exceptional customer experiences that exceed expectations. As a Customer Experience Controller, you will play a pivotal role in driving this mission by overseeing and enhancing the overall customer experience.
Key Responsibilities
* Customer Engagement Strategies: Develop and implement innovative strategies to boost customer engagement across various touchpoints, including phone, email, chat, and social media platforms.
* Customer Feedback Analysis: Collect and analyze customer feedback, reviews, and survey data to identify trends, issues, and opportunities for improvement.
* Process Optimization: Collaborate with cross-functional teams to streamline processes, resolve pain points, and implement best practices to elevate the customer experience.
* Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and preferences to drive product/service enhancements and improvements.
* Quality Assurance: Monitor and evaluate customer interactions to ensure adherence to quality standards, compliance with policies, and alignment with brand values.
* Performance Metrics: Establish key performance indicators (KPIs) and metrics to track customer satisfaction, loyalty, and retention, and develop action plans to address areas of improvement.
* Escalation Management: Handle escalated customer issues and complaints, demonstrating empathy, problem-solving skills, and a commitment to resolving issues promptly and effectively.
Requirements
* Leadership Experience: Proven track record of success in a customer service or customer experience controller role, with a strong ability to inspire and motivate teams.
* Strong Communication Skills: Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
* Data-Driven Decision Making: Analytical mindset, with the ability to gather and interpret data, identify trends, and make informed decisions.
* Strategic Thinking: Strategic thinking and problem-solving abilities, with a focus on continuous improvement and innovation.
* Cross-Functional Collaboration: Ability to collaborate effectively with cross-functional teams to drive results.
Education and Experience
Bachelor's degree in business administration, marketing, or a related field; advanced degree or certification is a plus.
Minimum 2 years of experience in a similar role.