Job Purpose:
To lead the customer experience function and ensure every touchpoint across the customer journey is effective, engaging, and aligned with the brand. The role focuses on closing the gap between the brand and the customer, increasing satisfaction, and driving loyalty.
Key Responsibilities:
- Manage the overall customer experience process and ensure complaints are effectively resolved and integrated into continuous improvement.
- Oversee all customer service channels, including franchise and vending machine-related inquiries.
- Design and enhance the customer journey and touchpoints to increase satisfaction and consistency.
- Lead customer satisfaction surveys and feedback mechanisms; analyze data to identify improvement opportunities.
- Manage customer service across digital platforms by responding to inquiries and resolving issues efficiently.
- Train customer service agents on brand awareness, product knowledge, and high-quality service standards.
- Supervise day-to-day operations within the customer experience department.
- Maintain accurate documentation and service records.
- Analyze service performance data and prepare comprehensive reports.
Oversee the department's budget and resource planning.
Job Requirements:
Educational Qualifications: Bachelor's degree in Business Administration or related field
Required Experience: Minimum 5 years in customer service or experience management
