- Develop and implement customer experience strategies and initiatives.
- Analyze customer feedback and data to identify improvement opportunities.
- Ensure consistent and positive customer interactions across all touchpoints.
- Collaborate with cross-functional teams to enhance customer satisfaction
- Develop and implement effective customer management strategies aligned with the company’s goals and objectives.
- Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to Top management and stakeholders
- Responsible for managing and guiding customer service teams, ensuring that they deliver exceptional service and adhere to customer-focused strategies.
- Design and implement customer Data base.
- Develop and implement effective plan to deliver the contracts to clients, noting all the legal process.
- Follow up with the daily activities of the team.
- Handle and solve clients and team issues
- Follow up with the projects regarding to the unit’s readiness.
- Design and implement a strategic plan for the department.
A Bachelor’s degree in business administration, marketing, business management, communications, or a related field.MBA degree (Preferable)V. Good computer skills in (MS Office)Proficiency in English10+ years of experienceExperience in leading customer service teams, managing customer inquiries and escalations, and ensuring high levels of customer satisfaction.Analytical skills - part of the daily role includes analyzing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance the customer journeyStrong problem-solving skillsStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientation