Customer Experience Manager at Winco Foam Industries Limited

Job Description

• The customer experience manager will ensure that our customers are satisfied.
• She will provide an outstanding customer service by leading and motivating the customer service team, developing loyalty programmes, and creating customer satisfaction goals.
• She must be a strategic business partner and collaborate effectively with the marketing and sales team on strategic initiatives.

Responsibilities

• Design and improve the customer experience by building strong relationships with clients that are fostered by gathering customer feedback in real time
• Supervise day-to-day operations in the customer service department.
• Increase customer satisfaction & loyalty through quick response to customer service issues.
• Maintain accurate records and document all customer service activities and discussions
• Create effective customer service procedures, policies, and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective & reliable customer loyalty programmes.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Participate in the hiring and training of new customer service personnel and other sales teams.
• Manage the approved budget of the customer service department.
• Keep a record of customer interaction and details of actions taken
• Build sustainable relationships with internal & external customers to guarantee customer satisfaction
• Develop surveys to understand customer issues and gauge their moods from time to time
• Set customer service goals for team members and help them reach those goals
• Interact with customers and handle customer queries and complaints in a timely manner
• Keep ahead of industry’s developments and apply best practices to areas of improvement

Requirements and Experience

• Bachelor's Degree in Business Administration or relevant field.
• A minimum of 5 years of proven experience in a customer service position with two (2) years in leadership.

Required Skills:

• Good teamwork skills
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills
• Must be patient and good listening skill
• Ability to handle multiple tasks
• Proven Ability to use the ERP system
• Strong attention to detail
• Good organization and planning skills
• Good Interpersonal Relations skill.

Salary
N70,000 - N100,000 / month.