Customer Experience Controller
Drive positive customer experiences and foster loyalty to our brand by developing strategies to improve engagement, address customer needs and concerns, and deliver exceptional service.
Responsibilities:
* Customer Engagement: Develop and implement strategies to enhance customer interaction across phone, email, chat, and social media platforms.
* Customer Feedback: Collect and analyze data from reviews, surveys, and feedback sessions to identify trends and areas for improvement.
* Process Improvement: Collaborate with cross-functional teams to streamline processes, resolve pain points, and implement best practices.
* Customer Advocacy: Serve as the voice of the customer within the organization, advocating for their needs and preferences.
* Quality Assurance: Monitor customer interactions to ensure quality standards, compliance, and alignment with brand values.
* Performance Metrics: Establish KPIs to track customer satisfaction, loyalty, and retention, and develop action plans to address areas for improvement.
* Evaluation Management: Handle escalated customer issues, demonstrating empathy, problem-solving skills, and a commitment to resolving issues promptly.
Requirements:
* Leadership Experience: Proven experience in a customer service or customer experience controller role with success in driving improvements.
* Management Skills: Strong leadership and management skills to inspire and motivate a team towards common goals.
* Communication Skills: Excellent communication and interpersonal skills to interact effectively with customers, team members, and stakeholders.
* Analytical Mindset: Analytical mindset to gather and interpret data, identify trends, and make data-driven decisions.
* Problem-Solving Abilities: Strategic thinking and problem-solving abilities focused on continuous improvement and innovation.
* Software Proficiency: Proficiency in CRM systems and other relevant software applications.
* Purpose: Passion for delivering exceptional customer experiences and building long-lasting relationships with customers.
Qualifications:
* Experience: Minimum 2 years in a similar role.
* Education: Bachelor's degree in business administration, marketing, or a related field; advanced degree or certification is a plus.