We are seeking a dynamic and experienced Customer Experience Supervisor to join our team. The Customer Experience Supervisor will play a pivotal role in ensuring the highest standards of service delivery to our valued customers and dealers. This individual will be responsible for overseeing the Customer Service Team, managing escalations, collaborating with various departments, and maintaining overall team performance.
Responsibilities
- Ensure efficiency, effectiveness, and excellence in service delivery.
- Handle escalated customer inquiries and complaints promptly and professionally, seeking resolution in a timely manner.
- Collaborate closely with cross-functional teams such as Product, Operations Planning, Business Team, and others to address customer issues and improve processes.
- Develop and implement strategies to enhance the overall Customer Experience and satisfaction.
- Monitor key performance indicators (KPIs) and metrics to evaluate team performance and identify areas for improvement.
- Provide regular coaching, feedback, and training to team members to foster their professional growth and development.
- Establish and maintain strong relationships with internal stakeholders to facilitate seamless communication and collaboration.
- Conduct regular performance evaluations and performance management activities for team members.
- Stay updated on industry trends, best practices, and emerging technologies to continuously improve customer service operations.