Found Description
Main tasks and responsibilities
Provides measurable processes and standards to collect customer feedback and data to assist SCSOL in developing and implementing customer experience strategies and initiatives in line with operational plans and the organization’s business strategy.
Providing regular feedback and 121s to team members using live case studies encouraging consistent and positive customer interactions across all touchpoints ensuring focus on attaining high level of customer satisfaction and innovative ways to meet customer requirements.
Assist SCSOL with an annual strategy review for attaining high customer satisfaction and improving organization’s relationship with our customers.
Lead initiatives from customer service standpoint to improve the customer journey. Provide guidance and mentorship to direct reports as per the company’s policies and SOPs.
Evaluate and analyse performance of direct reports to determine key indicators and c...