Customer Satisfaction Lead

Overview

• Main tasks and responsibilities
• Provides measurable processes and standards to collect customer feedback and data to assist SCSOL in developing and implementing customer experience strategies and initiatives in line with operational plans and the organization’s business strategy.
• Providing regular feedback and 121s to team members using live case studies encouraging consistent and positive customer interactions across all touchpoints ensuring focus on attaining high level of customer satisfaction and innovative ways to meet customer requirements.
• Assist SCSOL with an annual strategy review for attaining high customer satisfaction and improving organization's relationship with our customers.
• Lead initiatives from customer service standpoint to improve the customer journey
• Provide guidance and mentorship to direct reports as per the company’s policies and SOPs.
• Evaluate and analyse performance of direct reports to determine key indicators and conduct regular 121s helping to contribute to their development and improvement, ultimately improving performance of own team.
• Develop and maintain relationships with customers with a focus on ensuring their satisfaction with service levels and increasing commercial gains for the company.
• Leads initiatives to increase customer outreach and report on customer satisfaction against key metrics and provides recommendations for improvements in the services provided
• Develop a strong network of contacts across different departments within to resolve customer problems and holds regular business reviews with SCSOL.
• Perform account management activities, such as monitoring business levels, problem resolution to promote customer satisfaction and coordinate efficiently operational cooperation between managers.
• Regularly interact with Commercial, Technical and Operations teams to identify customer pain points and to propose solutions towards an excellent customer service in line with strategic objectives and target levels.
• Act as the link between operations teams and customers, and facilitate timely and successful resolution of all customer issues/ queries through the customer service teams.
• Ensure policies related to client management and services are implemented and determine whether systems and processes comply and take immediate necessary measures to rectify.