Customer Experience Supervisor

The Customer Experience Supervisor will lead a team to manage customer interactions across various channels, ensuring timely resolution of inquiries and issues. This role involves overseeing order management for accurate fulfillment, maintaining high service quality through checks and compliance, and identifying process improvements. The supervisor will collaborate with other departments, communicate customer feedback, and address escalated issues to ensure efficient unit operation and customer satisfaction.

Must Have

• Supervise and lead the customer experience team
• Monitor and manage customer interactions across various channels
• Ensure timely and effective resolution of customer inquiries and issues
• Oversee the order management process
• Maintain high standards of customer service quality
• Identify opportunities to enhance processes and systems
• Work closely with other departments
• 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
• Customer-centric mindset
• Proficient in order management systems and processes

Our goals - Your path

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

Your expertise - Our strength

Job Qualifications:

• 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.
• Customer-centric mindset.
• Strategic and analytical thinking.
• Strong problem-solving skills.
• Excellent communication and presentation skills.
• Ability to influence and drive change.
• Detail-oriented and results-driven.
• Proficient in order management systems and processes.
• Ability to build and maintain strong business unit partnerships.