Customer Experience Manager
6 months ago
1. Lead and manage the customer service team to ensure exceptional client experiences.
2. Develop and implement strategies to improve customer satisfaction and retention within the financial services sector.
3. Oversee the day-to-day operations of the customer service department, including call centre activities.
4. Establish performance metrics and goals for the team and track progress regularly.
5. Train and mentor customer service representatives to deliver high-quality service tailored to financial services clients.
6. Handle escalated customer inquiries or complaints with professionalism and efficiency.
7. Collaborate with other departments to resolve customer issues and improve overall processes within the financial services context.
8. Stay updated on industry trends and best practices in financial services customer service management.
9. Analyse data and feedback to identify areas for improvement and implement necessary changes.
10. Foster a positive and motivating work environment that encourages teamwork and excellence.
**Requirements**:
1. Bachelor's degree in business administration, finance, or related field (preferred).
2. Proven experience in financial services customer service management or running a call centre within the financial industry.
3. Strong leadership skills with the ability to inspire and motivate teams.
4. Excellent communication and interpersonal abilities.
5. Passion for delivering exceptional client experiences within the financial services sector.
6. Ability to handle difficult situations with patience and empathy.
7. Results-driven mindset with a focus on continuous improvement.
8. Proficiency in customer service software and CRM systems.
9. Flexibility to adapt to changing priorities and work under pressure.
10. A track record of success in improving customer satisfaction and retention rates within financial services.
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