Job name: Customer experience
manager
Job description
Individual will be responsible to effectively manage and lead customer services strategy for our customers based out of continental Europe and UK.
Responsible for nurturing the relationship between speradigital and customer to increase the annual revenue.
Expectations and Responsibilities required of the role:
Requirements:
Experience: 3-5years
Perks and salary:
Individual will be responsible to effectively manage and lead customer services strategy for our customers based out of continental Europe and UK.
Responsible for nurturing the relationship between speradigital and customer to increase the annual revenue.
Expectations and Responsibilities required of the role:
- It is not a leadership role but the applicant should be able to manage the entire customer accounts assigned to him/her independently with minimum supervision
- The applicant should be ready to roll his/her sleeve and work on the ground. Execution and all level is required in this role. This is not a role to develop strategy and assign task. Individual should be ready to define goal and complete the task on his own.
- Client relationship management - Interact with all new and existing customers and ensure high customer satisfaction is achieved through transparent and clear communication and develop a relationship based on trust and mutual respect.
- Customer service strategy development -Evaluate the business and competitive landscape, understand the current product and customer needs, and craft product goals and strategies
- Manage customer pipelines efficiently and ensure annual growth of the accounts assigned.
- Participate in daily and weekly meetings to update the progress and discuss issues, if any.
- Knowledge of digital and awareness of delivering customer services solution by clubbing digital technology to deliver targets.
- Use website analytics and customer feedback to understand the current website experience to identify opportunities for improvements
Requirements:
Experience: 3-5years
- Decision maker, problem solver, creative thinking skills , highly persuasive and motivated
- Exceptional verbal and communication skills along with excellent time-management skills
- Should be honest, trustworthy and assertive
- Should be familiar with concepts like customer services score, NP scores, RCA, fish-bone analysis, customer segmentation, 5Ws and 1H, principles of lean and six sigma, FMEA, project management principles.
- Highly proficient working on any operating system like MS Office, iOS and using of advanced PowerPoint and spreadsheet tools
- Should be able to create high level reports by presenting complex information in a clear way manner, both written and verbal
Perks and salary:
- Training sponsored by company
- Invaluable experience of leading and managing client accounts individually
- We will measure on the basis of deliverables and additional revenue generated from the account
- Monetary Incentives on increasing the revenue of the account-bonus
