Lead and manage the service center team, providing direction, support, and performance feedback. Develop and implement training programs to enhance the skills and knowledge of the team. Foster a positive and collaborative work environment. Ensure prompt and effective resolution of customer inquiries, complaints, and issues. Maintain high levels of customer satisfaction by ensuring service standards are met or exceeded. Analyze customer feedback and implement improvements to service processes. Ov... more details
Top Tier Consumer Goods Firms
Seeks a Customer Experience Manager
About Our Client
Top tier consumer goods firm.
Job Description
Lead and manage the service center team, providing direction, support, and performance feedback.
Develop and implement training programs to enhance the skills and knowledge of the team.
Foster a positive and collaborative work environment.
Ensure prompt and effective resolution of customer inquiries, complaints, and issues.
Maintain high levels of customer satisfaction by ensuring service standards are met or exceeded.
Analyze customer feedback and implement improvements to service processes.
Oversee the day-to-day operations of the service center, including scheduling, resource allocation, and workflow management.
Implement and monitor key performance indicators (KPIs) to measure service center performance.
Prepare and present regular reports on service center performance, customer feedback, and operational metrics.
Analyze data to identify trends and areas for improvement.
MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.
The Successful Applicant
Minimum of 5 years of experience in a customer service or after-sales service role, preferably within the CPG industry.
Proven experience in a leadership or supervisory role.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Problem-solving and conflict resolution abilities.
Ability to analyze data and make informed decisions.
What's on Offer
Competitive salary and performance-based bonuses.
Comprehensive health, dental, and vision insurance.
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