Customer Service Experience Manager

Sector: Fashion & Apparel

Main Duties and Responsibilities:

Customer Service Operations: ○Oversee day-to-day operations of the customer support team (Chat/Email/Escalations), ensuring timely and effective resolution of customer queries and issues. ○Develop, implement, and refine customer service policies, standards, and processes.
○Monitor and analyze key performance indicators (KPIs) to evaluate the effectiveness of customer support, such as response times, resolution rates, and customer satisfaction scores.

Team Leadership:

○Lead, mentor, and develop a team of customer service representatives, providing regular training and feedback to enhance their skills and performance.
○Set performance goals for the team and individuals, conducting performance reviews and providing actionable insights for improvement.
Customer Experience Enhancement: ○Design and implement strategies to improve the overall customer experience across all touchpoints, from pre-sales to post-sales support.
○Collaborate with other departments (e.g., logistics, marketing, product) to ensure consistent and seamless customer experiences.
○Actively gather customer feedback, analyze pain points, and drive initiatives to improve service quality and customer satisfaction.
Escalation Management: ○Handle complex customer complaints and escalations, ensuring prompt and effective resolution.
○Establish a clear escalation process to ensure critical issues are resolved quickly and customers are kept informed.
Technology and Tools: ○Evaluate and implement customer service tools and technologies (e.g., CRM systems, chatbots, ticketing software) to improve efficiency and quality of service.
○Ensure the team is equipped with the right tools and resources to perform their tasks effectively.
Reporting and Analytics: ○Generate regular reports on service performance, including trends, insights, and actionable recommendations for improvements.
○Present findings and recommendations to senior management, using data to drive decisions and demonstrate the impact of customer service initiatives.

Requirements:

Minimum of 4-5 years in a customer service leadership role, preferably in a fast-paced environment (e.g., e-commerce).
Bachelor’s degree in business administration, Communications, or a related field. Master’s degree is a plus.
Proven ability to lead and develop a team.
Excellent communication and interpersonal skills.
Strong problem-solving skills with a customer-centric mindset. Experience in using CRM and other customer support tools (e.g., Zendesk, Freshdesk, Salesforce).
Ability to analyze data and translate insights into actionable plans.
Ability to manage multiple tasks and projects simultaneously.
Strong organizational and time-management skills.

Working Conditions:

Office- Based, 5 days/week, 8 hours/day.
Only Qualified Candidates will be contacted.
Location: Erbil