Customer Experience Manager

Job Description

<p>OTS is looking for a customer experience manager to lead the customer service team and ensure that OTS provides exceptional service to clients. As a customer care manager, you will be responsible for overseeing the daily operations of the customer service department, managing customer inquiries and complaints, and developing and implementing strategies to improve customer satisfaction and retention.</p><p><br></p><p><strong>Responsibilities</strong></p><p><br></p><ul><li>Manage and supervise the customer service team, assigning tasks and monitoring performance.</li><li>Handle escalated customer issues and complaints, ensuring timely and effective resolution.</li><li>Develop and implement policies and procedures to ensure consistent and professional service delivery.</li><li>Train and coach new and existing customer service staff on best practices, product knowledge and company standards.</li><li>Analyze customer feedback and data, and identify areas for improvement and innovation.</li><li>Create and maintain reports on customer service metrics, such as satisfaction, retention and loyalty.</li><li>Collaborate with other departments, such as sales, marketing and operations, to ensure alignment of customer service objectives and strategies.</li><li>Establish and maintain positive relationships with key customers and stakeholders.</li></ul><p><br></p><p><br></p><p><strong>Qualifications</strong></p><p><br></p><ul><li>Bachelor’s degree in business administration, communication or related field.</li><li>Minimum 5 years of experience as a customer service manager or similar role in&nbsp;</li><li>a delivery or logistics company.</li><li>Proficient in Microsoft Office and customer relationship management (CRM) software.</li><li>Knowledge of customer service principles, practices and techniques.</li><li>Excellent leadership, communication and interpersonal skills</li></ul>