Customer Experience Manager | Scrabble
Posted on November 7, 2024
Job Description
<div>Good Communication Skills</div>
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<p><span style="font-size:12pt"><span style="font-family:"Times New Roman",serif"><strong>Key Responsibilities:</strong></span></span></p>
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<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Manage the inbound and outbound calling teams, ensuring high performance and effective communication.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Establish and enforce turnaround time (TAT) standards for responses and resolutions to guarantee prompt and efficient service.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Ensure resolution TATs are consistently achieved across all customer inquiries.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Create and manage work schedules to ensure adequate team coverage at all times.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Monitor and evaluate both team and individual performance, providing feedback, coaching, and disciplinary actions as necessary.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Foster a positive work environment and motivate the team through recognition programs and team-building activities.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Oversee and support team leads, offering guidance and resources to help them manage their teams effectively.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Coordinate with internal stakeholders to ensure timely resolution of customer issues.</span></span></span></li>
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<p><span style="font-size:12pt"><span style="font-family:"Times New Roman",serif"><strong>Requirements:</strong></span></span></p>
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<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">4-5 years of experience in client relationship management, customer support management, and team management.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Excellent verbal and written communication skills.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Ability to work under pressure and handle multiple tasks efficiently.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Strong task management and prioritization skills.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Multilingual skills (English, Hindi, Marathi) are advantageous.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Proven track record of improving customer service metrics and overall team performance.</span></span></span></li>
<li><span style="font-size:12pt"><span style="tab-stops:.5in"><span style="font-family:"Times New Roman",serif">Analytical mindset with the ability to interpret data and metrics effectively.</span></span></span></li>
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<span style="font-size:12pt"><span style="font-family:"Times New Roman",serif">Startup experience is a plus</span></span></div>
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