Customer Experience Supervisor

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