Customer Experience Supervisor

Job Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• At least 4 years of proven experience in a customer service or customer experience role, preferably in a supervisory capacity.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficient in using customer service software and tools.
• Strong analytical and problem-solving abilities.
• Ability to handle stressful situations and resolve conflicts effectively.

Specific Duties and Responsibilities:

Team Leadership:

• Supervise and lead the customer experience team.
• Provide guidance, support, and training to team members.
• Conduct performance evaluations and provide feedback.

Customer Interaction Management:

• Monitor and manage customer interactions across various channels (phone, email, chat, social media).
• Ensure timely and effective resolution of customer inquiries and issues.
• Develop and implement customer service protocols and procedures.

Order Management:

• Oversee the order management process to ensure timely and accurate order fulfillment.
• Coordinate with logistics and supply chain teams to resolve order-related issues.
• Implement systems and processes to improve order accuracy and customer satisfaction.

Quality Assurance:

• Maintain high standards of customer service quality.
• Conduct regular quality assurance checks and provide feedback for improvement.
• Ensure compliance with company policies and industry regulations.

Process Improvement:

• Identify opportunities to enhance processes and systems related to customer experience and order management.
• Implement changes to improve efficiency and effectiveness of customer service operations.
• Stay updated on industry trends and best practices.

Collaboration and Communication:

• Work closely with other departments (e.g., sales, marketing, product development) to ensure a seamless customer experience.
• Communicate customer insights and feedback to relevant stakeholders.
• Participate in cross-functional projects aimed at improving customer satisfaction.

Overseeing the Customer Experience Unit:

• Ensure the efficient operation of the customer experience unit.
• Develop and monitor team goals aligned with company objectives.
• Address and resolve escalated customer issues and complaints