Remote Customer Experience Manager at Juice Power

Oct 24, 2024

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Job Summary

Juice Power is seeking a proactive and dedicated Customer Experience Manager (CEM) to lead our customer service department.

The ideal candidate will anticipate customer concerns, especially regarding shipment delays, and design effective resolution strategies.

You will be responsible for overseeing customer satisfaction, ensuring timely support, and maintaining customer loyalty through high-quality service and problem-solving.

Job Title: Customer Experience Manager

Location: Remote (Work From Home)

Salary: ₦400,000 – ₦600,000 per month

Job Type: Full-time

Key Responsibilities

Customer Service Leadership: Manage the entire customer service department, ensuring quick and effective solutions for customer issues.
Order & Shipment Monitoring: Proactively oversee order fulfillment and shipping processes, identifying potential delays and creating rapid resolutions to prevent dissatisfaction.
Training & Development: Develop and implement comprehensive training programs for customer service representatives to enhance their ability to resolve diverse customer inquiries.
Customer Feedback Management: Regularly track customer feedback and reviews to ensure that all interactions reflect a positive experience.
Issue Resolution: Handle complex or escalated customer issues, collaborating with other departments to provide timely and personalized resolutions.
Process Improvement: Continuously assess and recommend improvements to customer service workflows to enhance efficiency and reduce delays.
Cross-Departmental Collaboration: Work closely with product, sales, and operations teams to ensure customer insights are shared across the organization, driving improvements and supporting business growth.

Requirements

Experience: Proven experience in customer service management with a track record of resolving customer issues efficiently.
Leadership Skills: Strong leadership and team management abilities, with a focus on training and performance improvement.
Problem-Solving: Excellent communication and problem-solving skills, capable of handling escalated issues and customer complaints.
Customer Focus: Ability to anticipate customer needs and develop strategies to maintain high levels of satisfaction.
Technical Skills: Experience with customer service software and tools (CRM systems, help desk software) is an advantage.

How to Apply

Interested candidates should apply here by submitting their resumes and completing the application form.