Customer Experience Director
5 days ago
We are seeking a visionary leader to spearhead our Customer & Client Service department. As the Head of Customer & Client Service, you will play a pivotal role in ensuring our customers have an exceptional experience throughout their entire journey with EasyGo.
The ideal candidate will be responsible for building and leading a team of customer service professionals, optimising service operations, and establishing processes that promote customer & client satisfaction.
- Develop and implement a comprehensive customer & client service strategy aligned with company objectives.
- Cultivate strong relationships with clients, customers, and users, acting as their primary point of contact for all service-related matters.
- Oversee the delivery of services to clients and ensure timely and professional resolution of issues.
Key Responsibilities:
- Lead, develop, and mentor the Customer & Client Service team to drive optimal performance and growth.
- Define and implement process improvements to enhance customer experience and satisfaction.
- Collaborate cross-functionally with other departments to drive customer-centric initiatives.
Customer Experience & Satisfaction:
- Proactively identify trends in customer feedback, product issues, and service improvements to drive solutions and achieve customer SLAs.
- Develop strategies to address customer pain points, focusing on improving retention, loyalty, and lifetime value.
- Champion the customer voice, ensuring feedback is shared and considered in company decision-making.
Client & Relationship Management:
- Manage client issues and complaints, ensuring quick and effective resolution, tracking follow-up to ensure client satisfaction.
- Collect client feedback and generate reports to monitor service performance and identify areas for improvement.
Operational Excellence & Efficiency:
- Develop and optimize customer service processes, tools, and systems to improve efficiency and enhance customer experience.
- Establish KPIs, track performance, and implement process improvements to ensure effective service delivery and issue resolution.
Team Management & Development:
- Provide continuous coaching, feedback, and performance evaluations to support team members' growth and success.
- Foster a positive work environment that promotes collaboration, respect, and empowerment.
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Customer Experience Director
6 days ago
Maynooth, Co Kildare, Ireland EasyGo Full timeOverviewWe are seeking a visionary Customer Experience Director to spearhead our customer service department at EasyGo. As the Head of Service Excellence, you will be instrumental in ensuring that our customers receive exceptional experiences throughout their entire journey with us.
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