Senior Executive
Senior Executive
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Job Description
Key Responsibilities:
Coaching and Training: Deliver regular coaching sessions to customer service teams to enhance their communication skills and service delivery.
Performance Monitoring: Assess team performance through call listening evaluations and feedback to ensure highquality customer interactions.
Customer Feedback Analysis: Analyze customer feedback surveys and data to identify areas for improvement in service and customer satisfaction.
Metrics Tracking: Monitor key customer experience metrics such as NPS CSAT and FCR and report progress to leadership.
Collaboration: Work closely with other departments (Marketing Sales Product) to align customerfacing efforts with company goals.
ProblemSolving and Continuous Improvement: Identify recurring issues in customer interactions and provide actionable coaching strategies to resolve them.
Required Experience:
Senior IC
Employment Type
Full-Time
