Job Description

Key Responsibilities: Customer Journey Mapping: Analyze and map the customer journey to identify pain points and improve touchpoints. Process Improvement: Develop strategies to enhance customer interactions across all channels (calls, emails, chat, etc.). Feedback Management: Collect, analyze, and act on customer feedback to improve satisfaction and retention. Escalation Handling: Oversee complex customer issues and provide solutions to ensure resolution. Performance Tracking: Monitor key metrics like CSAT, NPS, and resolution time to identify improvement areas. Collaboration: Work with sales, marketing, and product teams to align customer experience goals. Training & Development: Conduct regular training sessions to upskill teams on customer interaction best practices. Key Skills & Qualifications: Proven experience as a Customer Experience Manager , Customer Support Manager , or similar role. Strong understanding of customer journey mapping and service design principles . Excellent communication, problem-solving, and conflict resolution skills. Proficient in CRM tools like Zendesk , Freshdesk , or similar platforms. Analytical mindset with experience in data-driven decision-making. Ability to manage teams and lead cross-functional collaboration. Preferred Qualifications: Experience in the stock market , financial services , or SaaS industry . Familiarity with customer engagement platforms and feedback tools. Success Metrics: Improvement in CSAT (Customer Satisfaction Score). Reduction in average resolution time . Increase in customer retention and renewals .