Customer Satisfaction Manager

RESPONSIBILITY 1

I Ensure To Provide a Best-in-class Customer Experience

• I ensure the entire Store team acts with a 'CUSTOMER FIRST' mindset where we find solutions for all the customers walking in.
• I am at the service of my customer queries at the welcome desk with mediums of Face-to-face, calls, emails, social media, and proactively finding solutions, after-sales, and other touchpoints.
• Gain deeper knowledge of CX after understanding CRM systems and practices. (CX Tools - Exotel / Salesforce / Medallia, Strategies - Welcomer / Goodbyer, Trail Room)
• Analyse customer feedback at all touch points (Customer Support, UnsatPOS, Social Listening, Store GMB Reviews and WOW) so that actions can be derived to enhance the experience further

RESPONSIBILITY 2

I am the guardian of customer-centricity in my store

RESPONSIBILITY 3

I Prioritise a Smooth Checkout Experience For Customers

RESPONSIBILITY 4

I Develop my Store Business through a Circular Economy

RESPONSIBILITY 5

I recruit, develop, motivate and take care of human capital

Are you a person who would love to work with people and enjoy collective decision

Strong ability to analyze customer feedback, identify issues, and implement solutions.

A genuine passion for delivering exceptional customer service and building strong customer relationships

Comfortable using CRM systems, social media platforms, and other technology to enhance customer experience

Keen to adapt / learn to Omnichannel expertise to blend online and offline customer experiences through digital tools and data analysis to optimize business performance.

Potential Career Paths

Skills Required

Salesforce, Customer Support, Data Analysis, Crm Systems, social listening