Customer Experience Team Lead

 Published Date: September 7, 2021
Job Title:Customer Experience Team Lead
Experience:3 to 5
Location:Egypt, Cairo
Category:Customer Service/Support
Description:
  • Champion opportunities to consistently Improve the Fatura’s experience
  • Drive customer retention, reduce churn, and increase customer satisfaction
  • Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
  • Guide team in effective client issues resolution and handle any escalations
  • Develop listening points in the customer journey, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement.
  • Test new strategies for driving customer value
  • Continually review and evolve the collection of processes Fatura uses to track, oversee, and organize every interaction between the customer and Fatura throughout the lifecycle
Qualifications:
  • Bachelor’s degree
  • Previous experience in CX. (3+ Years of experience) 
  • Have had experience in setting up a customer service contact center
  • Good customer complaint handling skills
  • Coordinate multiple tasks simultaneously, meeting deadlines and working productively and efficiently under pressure
  • Proficient MS Office 
  • Collaborative capabilities. (Teamwork)
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Posted in Customer Service/Support