Customer Experience Manager

Customer Service
Kuwait 🇰🇼
October 2, 2023

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Job Description

Are you passionate about creating exceptional dining experiences? Do you have a knack for designing strategies that delight customers and drive satisfaction? Seazen Group is seeking a talented and innovative Customer Experience Manager to join our team.

  • Develop and Implement Customer Experience Strategies: Create and execute comprehensive customer experience strategies, aligning them with the company’s goals and objectives. Continuously evaluate and improve processes to enhance customer satisfaction and loyalty.
  • Customer Journey Mapping: Analyze and understand the customer journey, identifying pain points and opportunities for improvement. Develop customer journey maps to optimize interactions and ensure a seamless experience throughout all stages.
  • Team Leadership: Manage and lead a team of customer service representatives, ensuring they are well-trained, motivated, and equipped to deliver exceptional customer experiences. Provide guidance and support to address customer inquiries and resolve issues effectively.
  • Customer Feedback and Insights: Establish feedback channels to capture customer opinions and suggestions. Analyze customer data, feedback, and surveys to gain insights and make data-driven decisions to enhance customer satisfaction.
  • Process Improvement: Identify areas for process improvement within customer service operations. Collaborate with cross-functional teams to implement efficient and effective solutions that streamline operations and deliver superior customer experiences.

Skills

  • Previous experience as a customer experience manager in F&B or hospitality is a must.
  • Customer Service Excellence: Possess a strong commitment to providing exceptional customer service. Demonstrated ability to understand customer needs, handle challenging situations with professionalism, and go above and beyond to exceed expectations.
  • Leadership and Team Management: Ability to lead and inspire a team of customer service representatives. Strong leadership skills to motivate, train, and develop employees, fostering a positive and high-performing team environment.
  • Communication Skills: Excellent verbal and written communication skills to effectively interact with customers, team members, and stakeholders at all levels. Active listening skills to understand customer inquiries, concerns, and feedback, and the ability to communicate solutions clearly and concisely.
  • Analytical Thinking: Strong analytical and problem-solving skills to identify trends, patterns, and areas for improvement in customer experience. Ability to leverage data and insights to make informed decisions and drive strategic initiatives.

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