Customer Experience Lead
Skills
Business ProcessCoachingEmbraces ChangeEmerging TechnologiesNegotiationPerformance PlanningSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's degree in Business or related field or relevant experience
- 4 years' experience in customer experience sales or eCommerce with extensive communication tools
- Experience working in a multi-lingual environment preferred
- Ability to use office automation and communication software tools and coach others
- Exceptional problem-solving and systemic thinking skills
- Ability to coordinate multiple priorities efficiently
- Expert knowledge of products processes services and technologies to support customer needs
- Excellent account workload and time management skills with flexible scheduling requirements
- Experience working with manufacturing business systems and technology
- Strong verbal and written English communication negotiation listening empathy conflict resolution and presentation skills
- Ability to create negotiate and implement alternative solutions to ensure customer satisfaction
- Ability to adapt to change and apply new skills procedures or policies
- Ability to build positive working relationships in a demanding environment
- Prior participation in continuous improvement projects and piloting new technology or enhancements
Nice to have
- Multi-lingual
- Customer focused
- Adaptable
- Collaborative
- Analytical
- Organised
- Coaching mindset
Day to day
- Lead a multi-lingual team delivering best-in-class omnichannel customer service across phone email chat social and evolving channels.
- Coordinate schedules huddles and workload to meet service levels business hours and peak demand including weekends and holidays.
- Coach mentor and support team members while driving process improvements problem solving and strong cross-functional collaboration.