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Customer Experience Manager, Fashion

Brantu AB

Posted on June 10, 2019

5 - 6 years Cairo - Egypt

Any Nationality

Opening 01

Job Description

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BRANTU's mission is to be the most customer-centric online Fashion company in the region. We work towards a single goal: to ensure the best experience for our fashion shoppers. To achieve this, BRANTU's Customer Service (CS) is looking for a Customer Experience Manager responsible for identifying, surfacing and fixing defects that impact the customer experience.
• Supervise day-to-day operations in the customer service department.
• Respond to customer service issues in a timely manner.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Hire and train new customer service agents.
• Manage the approved budget of the customer service department.
• The Customer Experience Manager will be data-driven, customer obsessed and will have a relentless obsession for fixing defects.
• They will use data to identify outliers and key drivers of customer friction and will work with a wide range of CS and business stakeholders to fix them.
job requirements
More than 3 years


Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

5 years of relevant experience in a project manager, product manager, process owner or sr. business analyst role
• Superior verbal and written communications skills are a must, as well as the ability to work effectively with multiple teams and external organizations
• Experience identifying and resolving complex issues will take initiative even under unfamiliar or ambiguous circumstances - a solid sense of accountability and sound personal judgment
• Flexibility to respond quickly to change and reprioritize in the face of emerging issues
• Microsoft Office skills, strong with Microsoft Excel and able to convert large data sets into customer insights

Keywords

Customer Experience Manager

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Brantu AB


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