Position : Customer Experience Manager
About the job
- Supervise quality and service standards across the bank’s branches and other channels.
- Train employees to work within Customer Experience standards.
- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
- Manage responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
- Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
Qulifications & Skills
- Minimum of 8 years of experience in the same role.
- University the degree in Business Administration or equal
- Ability to establish strong working relationships internally and externally
- Influencing skills.
- Proactive problem solver, ability to make day-to-day decisions, resourceful, demonstrate initiative, have a can-do attitude and works well independently.
- High attention to detail, thorough, accurate and efficient in administration.
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