Customer Experience Manager

Responsibilties:

Design the customer service operating system Establish service level agreements (SLA) Build the escalation matrix CRM & customer service technology Build customer issue categories Build the product knowledge system. Recruit, train & manage the team. Quality assurance Voice of customer Work with CRM & retention Cross-department root cause management 

Requirements:

2 years + exceptional temperament and competence over 7 years + terrible attitude. Preference for candidates who have handled high-volume consumer customers.  Relevant customer service, customer experience, contact centre or customer support experience.  A bachelor's degree is expected; MBA or relevant postgraduate qualifications are advantageous.

The mandate is simple:

Build a customer experience system that protects customer trust, resolves problems quickly and turns customer feedback into improvements across Bioharb.