bayt.com
Job Description
Job Summary:
As a Customer Happiness Manager you will be responsible for cultivating a positive customer experience throughout the entire customer journey. The role involves overseeing customer feedback, addressing concerns, and fostering customer advocacy. It requires cross-functional collaboration to integrate customer insights into product and service enhancements. Additionally, the role includes team management for customer renewals and conversion of sales from non-confirmed/canceled orders.
Responsibilities:
- Establish a systematic approach for collecting, analyzing, and interpreting customer feedback.
- Identify trends and patterns to gain insights into customer needs and preferences.
- Act as the primary point of contact for addressing customer concerns and issues.
- Should have the ability to understand the customer journey, pinpointing the origin of concerns.
- Collaborate with relevant departments to ensure prompt issue resolution and communicate solutions to customers.
- Build a community of satisfied customers who become advocates for the brand.
- Develop programs to encourage positive customer reviews and testimonials.
- Proficient in generating positive Google reviews.
- Collaborate closely with product development, marketing, and sales teams to incorporate customer feedback into product/service improvements.
- Provide insights to the marketing team for customer-centric campaigns.
- Establish key performance indicators (KPIs) to measure and track customer happiness.
- Regularly report findings and recommendations to the leadership team.
- Manage a team responsible for handling renewals of existing clients.
- Work closely with the team handling non-confirmed/canceled orders to convert sales from the pipeline.
Benefits:
- Competitive salary and performance-based bonuses.
- Employment Visa & Medical Insurance
- Paid annual leave and Airfare
You may alternatively submit your resume to [email protected] We look forward to hearing from you!
Skills
Preferred experience in:
- Customer service
- Relationship management
- Data analysis
- Successfully managing a team of 6 or more employees