Customer Experience Lead

Lead and enhance the overall experience customers have with our brand. Ensuring that every customer touchpoint leaves a positive, seamless, and memorable experience. The role will be responsible for designing, implementing, and improving customer service strategies to increase customer satisfaction, loyalty, and retention

RESPONSIBILITIES

Support Strategy and Journey Optimization:

• Develop and execute customer support strategies and activities that enhance overall customer satisfaction while streamlining support operations.
• Design, map, and continuously refine and automate (agentic and RPA) end-to-end customer support journeys—from onboarding and activation to issue resolution and retention—ensuring processes are efficient, automated, and compliant with NCC standards.
• Oversee the rollout of new support initiatives and process enhancements, ensuring effective communication and seamless integration within the customer support service ecosystem.

Customer Complaint Resolution & Case Management

• Handle complaints and provide appropriate solutions and alternatives within the SLA, following up to ensure resolution.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up via email, customer service portal, social media, and other non-voice channels.
• On-time escalation of issues to level 2 support as needed.

Customer Interaction & Communication Standards

• Ability to understand the customer’s request and provide accurate, valid, and complete information using the right methods/tools to achieve a satisfying outcome.
• Follow communication procedures, guidelines, and policies and use customer-focused metrics to achieve a satisfying outcome

Performance Monitoring & Continuous Improvement

• Monitor customer satisfaction metrics and drive initiatives to improve these KPIs
• Analyze customer feedback, market trends, and operational data to identify pain points and opportunities for improving support processes and automation.
• Translate customer needs into actionable requirements and process improvements that enhance support service delivery

Collaboration

• Collaborate closely with IT, customer support teams, and marketing to implement and refine enhancements in customer support processes.
• Act as the voice of the customer within the organization, advocating for user-centric support designs and processes.

Regulatory Compliance & Service Quality

• Ensure all customer support processes adhere to regulatory standards (including NCC guidelines) and industry best practices, maintaining high service quality.

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