Customer Experience Manager at Theshopthera

Job Summary

• We are seeking a proactive, customer-focused and results-driven Customer Experience Manager to oversee customer interactions across all service channels, ensuring exceptional service delivery and customer satisfaction.
• The successful candidate will manage the customer experience satisfaction, monitor service quality, resolve escalated complaints, drive customer retention, and ensure efficient handling of customer enquiries and orders among others.

Key Responsibilities

• Maintain excellent customer relationships by keeping constant business communication and quickly cater to their needs (online & walk-ins), offering recommendations with professionalism. (Primary)
• To resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, manage database records, drafting status reports on customer service issues.
• Achieve personal/ customer service team targets and call handling quotas.
• Effectively communicate and work together with colleagues to create a more efficient customer service process.
• Convert leads to actual sales and follow up with prospective customers.
• Work with management to organize, prepare for exhibitions, outdoor sale events and execute online sales campaigns.
• Keep accurate essential order records ( sales record, preorder record and stockpile records).
• Manage delivery Fulfillment and delivery bill records (Primary).
• To assist the inventory manager with inventory roles when due. (Primary).
• Report any discrepancies to the operations manager.
• Respond to incoming calls and other communication.

Qualifications

• Interested candidates should possess an OND / HND / Bachelor`s Degree with 2 - 4 years experience.