Customer Experience Manager

Department EM Team
Designation Customer Experience Manager / Customer ServiceExperience Min 1 Year in Customer Facing RoleGender Male / FemaleRequirement 1

Preferred Joining Date Immediate

Job Description

* Handle Customer queries through Inbound calls, Chats, emails and Service tickets.
* Be the first point of contact for solving customer issues for the assigned Clusters* Multitasking ability to ensure solve/handle multiple queries from Customers

* Deep understanding of CRM tools and tracking & solving Service tickets
* Analyze customer issues and complaints, identify root causes, and offer appropriate solutions to resolve their concerns effectively.* Develop and maintain a deep understanding of our products and services to provide accurate information and assistance to customers.* Work closely with other departments, including sales, technical support, and operations, to ensure a seamless customer experience and timely resolution of customer issues* Accurately record customer interactions, transactions, comments, and complaints in the customer support system for future reference and reporting.* Keep up-to-date with company policies, product updates, and industry trends to provide the most accurate and relevant information to customers.* Meet and exceed key performance indicators (KPIs) related to customer satisfaction, response times, first-call resolution, and ticket handling.* Identify opportunities for process improvement and contribute to refining customer service procedures for greater efficiency and effectiveness.