Job Description - Customer Experience Manager

Job Title

*Customer Experience Manager*

Department

Customer Experience

Reporting To

Operations Manager / General Manager

Job Type

Full time

Job Location

Mayiladuthurai, Tamil Nadu

Salary

*₹15,000 - ₹30,000 per month* (Based on experience and interview performance)

Job Summary

Key Responsibilities
- Develop and implement strategies to enhance customer satisfaction and loyalty.
- Monitor the end-to-end customer experience and identify opportunities for improvement.
- Handle customer complaints and escalations professionally and ensure timely resolution.
- Analyze customer feedback, surveys, and service metrics to identify trends and recommend improvements.
- Coordinate with internal departments to resolve customer concerns efficiently.
- Develop and maintain customer service standards, policies, and Standard Operating Procedures (SOPs).
- Monitor key customer experience metrics and prepare periodic performance reports.
- Lead, guide, and support the customer experience team to achieve service excellence.




- Conduct regular team meetings and provide coaching to improve customer handling skills.
- Ensure all customer interactions align with company values and quality standards.
- Identify process gaps and recommend solutions to improve operational efficiency.
- Maintain accurate records of customer interactions and service improvements.
- Promote a customer-first culture across the organization.

Qualifications:
- Bachelor's Degree in any discipline.
- Additional certifications in Customer Service or Customer Relationship Management are an added advantage.

Experience
- 4-6 years of experience in Customer Experience, Customer Service, Client Relations, or a related field.
- Experience in handling customer escalations and service quality management is preferred.
- Leadership or team management experience will be an added advantage.

Required Skills:
- Excellent verbal and written communication skills.
- Strong in

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