Manager Admin at Kae Capital
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Kae Capital - Manager - Customer Experience (5-7 yrs)
J - Customer Experience Manager
Key Responsibilities :
- Lead the customer experience team in managing customer conversations across multiple channels - social media, incoming calls, emails, and chats
- Guide the team in assisting customers with their queries/ concerns, and facilitate escalations and redressal
- Cross-functional coordination to resolve customer's issues/queries
- Maintain detailed report for all conversations and carry out analysis to understand pain points and develop improvement initiatives
- Manage key metrics: CSAT, NPS, Response Time, TAT, Retention/Conversion Rate, etc.
- Mapping and managing the entire customer journey
- Help the team with planning and implementation of customer acquisition activities
- Monitor the progress of customer's feedback and reviews across channels such as Facebook, Google, and Amazon
- Work closely with the marketing team to build the Nua community
- Facilitate learning and development of team members, monitor performance and provide performance feedback
- Actively research new tools and technologies available to Improve efficiency
What we look for :
- Any bachelor's degree
- 5-6 years of experience in supervising or managing team
- Strong written and oral communication skills
- Outstanding attention to detail
- Intermediate to advanced knowledge of marketing tools, e.g., Facebook, Google Analytics, Adwords, Tag Manager, etc.
- Intermediate to advanced knowledge of helpdesk/ ticketing & chat solution tools, e.g., Freshdesk, Zendesk, tawk.to, Freshchat, Intercom, etc.
- Ability to be empathetic with customers and work collaboratively in teams
- Enthusiastic and passionate about the work you do
- Intermediate to advanced knowledge of Excel is required
- In-depth knowledge of performance metrics
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
