Client Experience Manager at the Concept Group

Job Summary

Drive premium service delivery to both external and internal customers by providing exceptional customer experience through the development and implementation of consistent policies and processes. Provide leadership and support to client experience executives across the group, ensuring compliance with customer service standards.

Job Responsibilities

• Develop and maintain positive relationship with internal and external customers.
• Develop and implement customer service policies, processes and standards for enhanced  customer experience 
• Develop and implement strategies for effective customer engagement that would enhance customer loyalty
• Ensure all customer service activities support and strengthen the strategic objectives of the organization
• Analyze customer service related information and identify opportunities to improve customer service.
• Ensure delivery of consistent customer service delivery  in line  with established service standards
• Ensure timely and cost effective service delivery outcomes to all customers.
• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
• Work closely with all stakeholders and operational teams to resolve service issues.
• Ensure all customer interactions are properly documented by client experience executives
• Provide resolution to escalated complaints, following up with all stakeholders to effect resolution
• Develop strong relationships with existing customers through ongoing review of customer service processes and requirements for consistent  high service levels
• Drive customer retention through repeat businesses & create opportunities to upsell /cross sell referrals
• Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities
• Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor team members
• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
• Prepare or oversee the preparation of reports and statistics related to the customer service function for  all stakeholders

Educational Qualification & Functional/Technical Skill or Certification

• University degree in Business Administration, Marketing  or a related field
• Proficiency in Microsoft office, including ability to analyze data & prepare reports
• Knowledge in developing SOPs and Call Scripts

Relevant Experience (Type of experience and minimum number of years)

• 3-5 years relevant experience in Customer Service or marketing function
• Experience in supervising or managing sales  or client experience teams
• Relevant industry experience gives added advantage
• Knowledge of customer service best practice & standards

Personality Profile

• Decision making, Monitoring, Active Listening, Self-Awareness, Pro-active, Time Management, Critical Thinking, Coordination.