• Lead and support the implementation of the overall Express customer experience strategy.
  • Implementation of a fully integrated call center setup. Includes call center management system, KPI’s as well as on-going recruitment and development of call center support resources.
  • Design and establishment of departmental standard operating procedures (SOPs), updating processes as required to include automation and digitalization where viable.
  • Manage and assess how sales, marketing and operations work together to deliver seamless customer experiences.
  • Conduct regular best practice surveys to improve customer experiences.
  • Gather customer feedback to design and implement specific practices, so that customers benefit while profits also improve.
  • Transform Express customer experience to drive customer loyalty and retention across the full client portfolio.
  • Provide a fresh perspective on customer process work and recommendations on cross-functional updates to improve customer engagement programs and activities.
  • Improve customer satisfaction processes, and implement robust customer support / incident resolution feedback systems and ways of working.
  • Champion a customer experience culture using a common language and definitions at all levels and providing extensive visibility around key customer experience metrics.

Job Types: Full-time, Permanent

Experience:

  • logistics : 8 years (Required)

Education:

  • Bachelor’s (Required)

Work Remotely:

  • Temporarily due to COVID-19

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