What are the responsibilities and job description for the Director of Customer Experience Service position at Mai Placement?
Head of Customer Service & Experience
70,000–$90,000 annually, based on experience.
Remote : USA, Remote-Hybrid
Position Overview
We are seeking an experienced and dynamic Head of Customer Service & Experience to lead and oversee our customer service operations and overall customer journey. This leadership role is crucial for ensuring seamless customer experiences and maintaining exceptional service standards. The ideal candidate will manage a team based in the Philippines while driving customer satisfaction and retention through innovation and proactive leadership.
Key Responsibilities
Customer Outreach & Engagement :
Lead customer outreach initiatives, ensuring timely and effective communication.
- Address customer concerns, inquiries, and feedback promptly and efficiently.
Team Leadership :
Manage and mentor a remote team of customer service agents based in the Philippines.
Performance Monitoring :
Oversee and improve key customer service metrics, including response rates, satisfaction scores, and resolution times.
Quality Assurance :
Ensure communications meet brand voice and quality standards.
Customer Journey Management :
Manage the customer journey from product delivery to post-purchase interactions, ensuring positive experiences across all touchpoints.
Cross-Functional Collaboration :
Work closely with brand managers to share customer insights and feedback.
Process Improvement & Reporting :
Identify opportunities to enhance the customer experience and streamline workflows.
Qualifications
Email Resume : Joel@maiplacement.com
Click Here To Apply Online
Compensation :
70,000-$90,000 per year
Salary : $70,000 - $90,000
