Customer Experience Director

4 days ago

Marietta, Georgia, United States Milano Di RougeMaking Dreams Reality (MDR), LLC Full time
Job Overview

Milano Di Rouge/Making Dreams Reality (MDR), LLC is seeking a highly skilled Customer Service Manager to lead our customer service team in delivering exceptional service experiences to our customers.

Key Responsibilities:

  • Team Leadership: Lead the customer service team by example, providing training, guidance, and support to ensure they are equipped to deliver outstanding service.
  • Customer Experience Strategy: Develop and implement strategies to enhance the overall customer experience, ensuring consistent, high-quality interactions at every touchpoint.
  • Issue Resolution: Handle complex customer service issues, providing solutions that align with the brand's values while ensuring customer satisfaction and loyalty.
  • Performance Analysis: Track and analyze customer service performance against key metrics, identifying areas for improvement and implementing strategies to enhance service levels.
  • Communication: Foster a strong communication line between the customer service team and other departments, ensuring that customer insights inform business decisions.
  • Policies and Procedures: Review and update customer service policies and procedures to adapt to changing customer needs and business goals.
  • Technology and Tools: Oversee the selection and implementation of customer service tools and technology to improve efficiency and the quality of customer interactions.

Requirements:

  • Education: Bachelor's degree in Business Administration, Communication, or a related field.
  • Experience: 3+ years of experience in customer service management, preferably in the fashion or luxury retail sector.
  • Leadership: Proven track record of leading a customer service team to achieve exceptional performance.
  • Problem-Solving: Strong problem-solving skills and the ability to make quick, effective decisions.
  • Communication: Excellent verbal and written communication skills.
  • Customer Service Knowledge: Deep understanding of customer service tools, practices, and technologies.
  • Empathy: Empathy and a genuine desire to solve customer issues and enhance their experience with the brand.

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