Customer experience manager opening 2021Fastcareerph1

Job Description
Responsibilities 1. Prepares and facilitates the monthly Customer Experience Council by providing insights & recommendations based on CX metrics 2. Ensures that all complaints are handled to the highest quality by driving regular and structured quality checks on complaint logs and resolutions offered to the customers while adhering to established internal policies and external regulations
3. Accountable for the reduction and/or close management of complaints volume, with quality being maintained in accordance with regulatory requirements: Complaints volume for both Customer and BSP, First Contact Resolution, Customer Experience Surveys, Net Promoter Score (Customer Loyalty), App Store Ratings, Social Media Ratings 4. Work with senior management across key stakeholders to constantly challenge status quo or local practices regarding handling customer concerns 5. Work across business and functions to create an organizational 'momentum for change' based around Client customer obsession principles, ensuring customer experience is optimized by developing internal engagement program & rewards & recognition program
6. Provide governance on the quality of complaints management and own the end-to-end complaint handling process including the ticket management system, monitoring, and tracking 7. Knowledge and understanding of complaints data, influence and advise key partners and stakeholders to shape country implementation of strategy and to ensure causes of complaints are managed closely and rectified where required 8. Support Head of CX in providing a high quality, customer-driven support function
9. Provide recovery of customer experience through crisis and/or interruption communication caused by system/ service issue, review written customer facing communication, and guidance on complex / escalated complaint Required Competencies and Skills
Strong communication and listening skills
Strong analytical skills
Strong problem solving skills
Excellent critical thinking skill
Microsoft Excel and Data management skills
Superior sense of urgency
Excellent customer orientation skill
Project management skills
Ability to identify and track relevant KPIs
Fast learner and always aim for superior quality
Job Qualifications
Qualifications:
• Diploma/Degree holder in any discipline.
• A minimum of 4 years' relevant experience
• Individuals with prior experience in Financial Services are preferred
• Preferably had experience in quality assurance
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Able to apply standard CX analytics and generate insights from data
• Preferably at least had 2 years of experience in leading a team
• Outstanding record of project management success, both in results achieved and in use of the professional methodology.