Manager - Customer Experience & Resolutions

Job Title


Job Summary


Key Responsibilities

• Manage day-to-day Customer Service & Customer Experience operations and team performance.
• Drive key metrics including CSAT, SLA, FRT, resolution time, quality, productivity and escalation rate.
• Own and resolve complex and high-priority customer escalations, ensuring appropriate and timely resolution.
• Monitor customer feedback, recurring issues and service trends to identify process and experience improvement opportunities.
• Work closely with internal teams to remove resolution bottlenecks and improve the overall customer journey.
• Drive process improvements, automation and self-service opportunities to improve efficiency and customer experience.
• Publish and review operational dashboards and reports and provide clear insights, risks and action plans to management.
• Ensure adherence to SOPs, policies, quality standards and escalation processes.
• Coach and develop the team, driving ownership, accountability, customer empathy and consistent performance.
• Represent the Customer Experience team in stakeholder discussions and ensure customer issues are effectively represented internally.
• Added advantage - Zendesk / CRM Platforms | Power BI / Tableau | Automation & AI Tools

Required Skills

• customer service
• advance excel

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.