Global Customer Experience Manager

Customer Experience Manager

A fast-growing Global e-commerce business in the telecom industry is seeking an energetic and passionate individual to join our team. This challenge will put the ideal candidate in a position where she/he will have to scale and lead the operation for the overall customer experience globally.

Customer experience is the heartbeat of our company. As a Customer Experience Manager, you are accountable for ensuring that customers receive world-class service with every interaction and that employees are motivated to deliver at top performance.

This is an entrepreneurial environment that requires an individual to be adaptable and independent. We are searching for a qualified customer experience minded person, very organized, that knows how to deal with pressure in a very busy environment as the company is dealing with hundreds of customers on a daily basis.

Responsibilities:
• Reshape the customer service platform to enhance ticket flowing and communication with customers and within the different divisions of the company • Write and keep up to date a global book of processes that will draw the lines of the customer experience • Managing ratings and reviews to always maintain the highest customer satisfaction metrics • Oversee performance of the customer service and tech teams, including employee reviews and training • Be responsible for achieving high standards within the customner service, such as average hold times, one-email / one-call resolution rate, customer review ratings, etc. • Improve customer service experience, facilitate organic growth • Create new processes and procedures to streamline our customers’ needs, turn customer insights into opportunities for improvements. • Complete Customer Service reporting weekly to identify trends, track our team metrics and make sure the team is hitting their KPI goals.

Requirements:
• Minimum 3-5 years management experience in a customer service, e-commerce, or call center environment • MUST HAVE experience implementing and utilizing a ticketing system (e.g. Zendesk / FreshDesk) • MUST HAVE experience working in a professional E-commerce environment, candidate must have worked with online marketplaces such as Amazon, eBay, Walmart etc.. and know eCommerce concepts, practices, and procedures • Ability to think BIG but also to deep dive into details • Ability to build, read and analyze KPI, data and other written information • Bachelor's degree in Business Administration or a similar field required.

If you think the above sounds like you, get in touch with us today!