Customer Excellence Manager

Position Purpose :

Our Customer excellence manager ensures that the customers of a company are satisfied. Their role is to provide superb customer support by leading and motivating the customer support team, and creating customer satisfaction goals. (Delivering World Class Customer Service)

Supervisory Responsibilities:

Oversee building, tracking and managing the customer interactions to deliver a superior customer experience and NPS.

Key Responsibilities: 

• Ensuring that customer support department needs are correctly prioritized in order to ensure the correctly prioritized allocation of resources.
• Reflects the importance of customer experience to the overall performance of the business and establishes himself as the go-to expert for senior sales management within the sales department and the business at large.
• Playing the lead role in strategy formulation for the customer support department.
• Driving necessary changes for the improvement of operating and organizational efficiency of the customer support team.
• Training & Quality Assurance Management.
• Conducting financial analysis for the department, managing the departmental budget, and voicing any additional financial support to the finance department for the purpose of facilitating improvement in customer support initiatives.
• Manage & Lead customer support department and teams
• Evaluating team performance
• Create needed reports.