Customer Experience (CX) Supervisor

We are seeking a dynamic and detail-oriented Customer Experience Supervisor to lead our Customer Experience team. This role is pivotal in ensuring an exceptional customer journey, from initial contact through post-sale support. The ideal candidate will possess strong leadership skills, a passion for customer service, and a commitment to continuous improvement.

Responsibilities:

• Supervise and mentor a team of customer service representatives, fostering a positive and productive work environment.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor team performance metrics, providing regular feedback and conducting performance reviews.
• Promote team engagement through regular team-building activities, recognition programs, and open communication channels to encourage collaboration and morale.
• Organize ongoing training sessions to equip team members with the skills needed to excel in their roles.
• Identify and recommend process enhancements to improve efficiency and the overall customer experience.
• Handle escalated customer complaints and inquiries with a focus on resolution and customer retention.

Requirements:

• Bachelor's degree in Business Administration, IT or related field.
• 3+ years of experience in customer service.
• Strong leadership skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in customer service software and ERP systems.