Senior Customer Experience Manager

2 days ago


Honolulu, Hawaii, United States Ottimo Resources Full time
About the Role

We are seeking an experienced Senior Customer Experience Manager to lead our customer service team at Ottimo Resources. As a key member of our operations team, you will be responsible for ensuring seamless communication and exceptional service delivery across all departments.

Key Responsibilities
  • Foster a positive and productive work environment by mentoring and managing a team of customer service representatives.
  • Develop and maintain strong relationships with clients through prompt and professional inquiry resolution, issue addressing, and proactive communication.
  • Monitor performance metrics and implement strategies to improve efficiency and overall customer experience.
  • Identify areas for improvement in service delivery and develop initiatives to enhance operational processes.
  • Collaborate with other departments (operations, sales, and logistics) to ensure cohesive service delivery.
Expected Outcomes

You will be responsible for:

  • Preparing regular reports on customer service metrics and trends to inform management decisions.
  • Conducting training sessions to ensure staff is knowledgeable about services, systems, and best practices.
  • Escalating complex customer issues promptly and effectively.
About Us

Ottimo Resources is committed to delivering exceptional customer experiences through effective leadership and teamwork. If you're passionate about providing top-notch service and leading high-performing teams, we encourage you to apply for this exciting opportunity.

Requirements

To be successful in this role, you'll need:

  • A degree in a related field or equivalent experience.
  • Proven track record of leading customer-facing teams and driving service excellence.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to analyze data and make informed decisions.
What We Offer

Ottimo Resources offers a competitive salary of $120,000 per year, plus benefits and opportunities for growth and development. If you're looking for a challenging and rewarding role, apply now to join our team as a Senior Customer Experience Manager.


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