Customer Experience Manager
Mr. Tailor
Posted 30+ days ago
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Experience
3 - 8 Years
Education
Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Manage daily operations of the call center and customer service team.
Lead, coach, and motivate agents to deliver excellent service.
Monitor calls, customer interactions, and team performance.
Handle escalated complaints and complex client issues.
Set team KPIs, targets, and performance standards.
Plan schedules, manage shifts, and ensure proper staffing.
Analyze reports and metrics to improve service quality.
Manage appointment scheduling and ensure smooth client follow-ups.
Drive over-the-phone upselling and revenue-generating opportunities.
Conduct customer surveys and track feedback for improvement.
Oversee social media engagement, group moderation, and Google Maps reviews.
Conduct training sessions and develop the team s skills and capabilities.
Desired Candidate Profile
Bachelor s degree in Business Administration or related field.
Proven experience in customer service or call center management.
Strong leadership and team management skills.
Excellent communication and problem-solving abilities.
Experience with CRM systems, call center tools, and social media management.
Ability to work under pressure and meet targets.
Fluent in English; Arabic is a plus.
Preferred:
Experience with VIP or premium client management, surveys, and upselling strategies.
Experience with multi-channel customer engagement, including social media and review platforms.
Company Industry
- Retail
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Customer Experience Manager
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