Customer Experience Team Manager
Appetito @Nomu Group
Total years of experience :9 years, 11 Months
• Building the customer experience team from scratch.
• Identify, investigate and deal with recurred customer issues with consideration to the problem root analysis using problem-solving techniques.
• Review customer complaints and monitor customer complaint resolution.
• Monitor and enhance customer satisfaction metrics across the board.
• Assessing service statistics and preparing detailed reports.
• Establish KPIs and hold team to those goals.
• Ensure all customer experience standards are met.
• Supervise/manage the daily activities and performance of the team and calculate variations on set standards.
• Report on and monitor quality progress on weekly/monthly basis and provide recommendations for improvement to meet these.
• Participate in the design of call monitoring formats and quality standards.
• Conduct coaching sessions and organize the breaks for agents.
• Participate in customer listening programs to identify customer needs and expectations.
• Coordinate and facilitates call calibration sessions for e-mails/ call center/ live chat/social media staff.
• Monitor and assess e-mails & call center & live chat & social media operations for productivity and efficacy Monitor daily, weekly and monthly metrics for the team to maximize productivity, efficiency, and service levels.
• Handling inbound & outbound calls & emails & live chat & front office cases.
• Document issues appropriately based on existing guidelines.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Assist less experienced representatives or newcomers, as necessary.
• Handling inbound & outbound calls and emails.
• Introducing the medical service and the medical contracts to the clients.
• Making medical approvals based on existing guidelines.
From Nov 2012 to Feb 2014
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