Team Lead, Customer Experience Management at Chateau Royal Real Estate Limited

Job Summary

• To strengthen our operations, we are looking to hire a resourceful Team Lead, Customer Experience Management, the role will oversee the customer service function and ensure that all client queries are promptly identified, escalated and resolved seamlessly.

Responsibilities

• Maintain and update customers database, including notes about interactions
• Manage correspondence with client’s and prepare reports about customer queries
• Make recommendations to management to improve customer experience
• Liaise with marketing and sales to enhance customer service and brand visibility.
• Align customer experience strategy with marketing initiatives
• Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers.
• Create frequent reviews and reports with sales and financial data.
• Gather feedback from customers or prospects and share it with internal teams.

Qualifications and Experience

• First Degree in any discipline.
• Minimum of 4 years' experience as a customer experience specialist, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.​
• Great organizational and time management abilities.