What are the responsibilities and job description for the Head of Customer Service and Experience position at Soni Resources?
Ocean County based client is seeking a Head of Customer Service & Experience to join their growing team to lead all customer service operations and impact the overall customer journey. The ideal candidate will be responsible for driving excellent customer service standards, managing a team based internationally, and ensuring a seamless and exceptional experience from the moment customers receive our product to their ongoing journey with our brand. This is a key leadership role that will directly impact customer satisfaction and retention.
Responsibilities :
- Customer Outreach & Engagement : Lead customer outreach initiatives and ensure timely and effective communication with customers, addressing concerns, inquiries, and feedback.
- Metrics & Performance Monitoring : Oversee key performance metrics such as email response rates, customer satisfaction scores, and resolution times. Use data-driven insights to continually improve team performance and customer experience.
- Quality Assurance & Communication Standards : Ensure that the customer service team consistently meets quality standards in communication and problem resolution. Review the language, tone, and effectiveness of customer interactions to ensure
alignment with brand voice and high-quality service delivery.
support.
Requirements :
Compensation : $70,000-$90,000
Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.
SONICNJ
Salary : $70,000 - $90,000
