
Customer Experience Manager
1 day ago
We are seeking a highly skilled and empathetic professional to join our world-class support team.
This is a critical role responsible for managing and resolving escalated customer issues, ensuring every customer feels heard and valued.
The ideal candidate will be able to drive customer experience to the next level by thinking critically and proactively solving complex problems.
Key Responsibilities:- De-escalate and Resolve: Act as the primary point of contact for high-priority customer complaints and disputes via phone.
- Problem-Solving: Take ownership of issues from start to finish, leveraging strong analytical and communication skills.
- Stakeholder Management: Coordinate with internal stakeholders to gather information and ensure timely resolutions.
- Documentation & Reporting: Meticulously document all customer interactions and resolutions in Zendesk to maintain a clear record.
- Exceptional Verbal and Written Communication.
- Emotional Intelligence and Empathy.
- Critical Thinking and Problem-Solving Mindset.
- Zendesk and Telephony System Proficiency.
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