Head Customer Experience
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Job summary
Bioharb Global is seeking an experienced Head Customer Experience to build, lead and continuously improve our customer-service and customer-experience function. Bioharb already operates at a significant DTC scale, but we are now establishing a dedicated Customer Experience department separate from Sales. The successful candidate will be responsible for building the people, processes, technology, service standards, escalation systems and reporting required to deliver an excellent customer experience across the entire post-purchase journey.
Min Qualification:
Degree
Experience Level:
Senior level
Experience Length:
2 years
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Abuja, Nigeria
Job descriptions & requirements
Responsibilties:
- Design the customer service operating system
- Establish service level agreements (SLA)
- Build the escalation matrix
- CRM & customer service technology
- Build customer issue categories
- Build the product knowledge system.
- Recruit, train & manage the team.
- Quality assurance
- Voice of customer
- Work with CRM & retention
- Cross-department root cause management
Requirements:
- 2 years + exceptional temperament and competence over 7 years + terrible attitude.
- Preference for candidates who have handled high-volume consumer customers.
- Relevant customer service, customer experience, contact centre or customer support experience.
- A bachelor's degree is expected; MBA or relevant postgraduate qualifications are advantageous.
The mandate is simple:
- Build a customer experience system that protects customer trust, resolves problems quickly and turns customer feedback into improvements across Bioharb.
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