Job Description
Job Summary
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The CXM will lead and promote a positive culture of improved customer experience. The role is responsible for handling client queries to successful resolve of complaints and provide timely feedback in a way to promote the brand and grow the business. The role reports pattern of complaints, from product, process or peoples’ skills gap to the GM for follow-up on corrective action to eliminate complaints and achieve excellence in Customer service.
Responsibilities
Develop and implement strategies to improve customer satisfaction and loyalty.
Maintain an excellent standard of customer service by ensuring that all customers’ needs are met in a timely and efficient manner.
Handle customer complaints in a professional and courteous manner, escalating to senior management when necessary,