Director of Customer Engagement

4 days ago

Baghdad, Baghdad, Iraq beBeeCustomerExperience Full time

Customer Experience Director

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  • Manage and coordinate all aspects of after-sales operations to ensure high customer satisfaction.
  • Lead a team of service representatives to deliver exceptional customer care.
  • Develop strategies to enhance overall customer experience through continuous improvement initiatives.
  • Oversee daily service activities, prioritize tasks, and allocate resources effectively to meet customer needs.
  • Build strong relationships with customers to understand their needs and preferences.
  • Provide timely and professional assistance to customers, ensuring their expectations are met or exceeded.
  • Communicate proactively with customers about service requests and progress.
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Key Responsibilities:

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  • Team Management: Lead the after-sales service team to achieve excellent customer care.
  • Service Coordination: Plan and execute efficient service activities, including repairs, installations, and maintenance visits.
  • Customer Relationship Management: Build lasting relationships with customers to understand their requirements.
  • Quality Assurance: Establish quality standards and procedures for after-sales services, conducting regular inspections to ensure compliance.
  • Technical Support: Provide technical guidance and troubleshooting assistance to customers and service technicians.
  • Service Improvement Initiatives: Identify areas for enhancement and implement process improvements to boost customer satisfaction.
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Qualifications:

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  • Bachelor's degree in Business Administration, Engineering, or related field.
  • Proven experience in customer care management, preferably in the furniture or consumer goods industry.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Technical aptitude and problem-solving skills.
  • Customer-centric approach with a commitment to delivering exceptional service.
  • Analytical skills to interpret service metrics and data.
  • Proficiency in CRM software and Microsoft Office Suite.
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