Customer Experience Manager

Staunch HR Services Private Limited; Coimbatore District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Staunch HR Services Private Limited is seeking an experienced Customer Experience Manager to lead the customer service department and drive exceptional service for our clients.

You will supervise day-to-day operations, respond to inquiries, and maintain records while developing service procedures, loyalty programs, and measurable satisfaction goals. The role emphasizes process management and identifying automation opportunities to improve efficiency.

Qualifications

• Strong written and verbal communication skills.
• Ability to analyze data and derive actionable insights.
• Decision-making under pressure with good judgment.
• Crisis handling and escalation management experience.
• Capability to multi-task across initiatives and teams.
• Identify problems and propose clear action points.

Responsibilities

• Supervise daily operations within the customer service team.
• Respond promptly to customer inquiries and issues.
• Maintain accurate records of all customer interactions.
• Develop effective customer service procedures.
• Implement loyalty programs and set measurable customer-satisfaction goals.
• Drive process management and pursue automation opportunities.

Skills

Effective communication

Analytical thinking

Decision-making

Crisis handling

Multi-tasking

Problem identification

Job description

We are seeking an experienced Customer Experience Manager to lead our customer service department and ensure the delivery of exceptional service to our clients. The primary goal of this role is to enhance customer satisfaction, loyalty, and retention while maintaining efficient and profitable operations. The ideal candidate will have a proven track record in customer service, demonstrating a deep understanding of industry trends and best practices. Key responsibilities include supervising daily operations within the customer service team, responding promptly to customer inquiries and issues, and maintaining accurate records of all customer interactions. The Customer Experience Manager will also be responsible for developing effective customer service procedures, implementing customer loyalty programs, and setting measurable customer satisfaction goals. The successful candidate will possess strong leadership and interpersonal skills, enabling them to facilitate smooth relationships between customers and the business. They should be metrics-driven, capable of monitoring performance and providing insights to management. Additionally, the role requires a passion for process management, with the ability to understand and enhance existing processes while generating requirements for automation. Required skills for this position include effective communication (both written and verbal), analytical thinking, decision-making capabilities, crisis handling, and the ability to multi-task. The candidate should also be adept at identifying problems and proposing clear action points.

If you are passionate about customer service and have the skills to drive customer satisfaction, we encourage you to apply for this exciting opportunity.