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
We are looking for a passionate and customer-focused **Customer Experience Manager** to lead and improve the overall customer journey. The ideal candidate will be responsible for ensuring high levels of customer satisfaction, managing customer feedback and escalations, improving service quality, and working closely with internal teams to deliver an exceptional customer experience.
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 interpersonal and relationship-building abilities.
* Customer-centric mindset with a positive attitude.
* Strong problem-solving and decision-making skills.
* Ability to manage multiple priorities effectively.
* Good analytical and reporting skills.
* Proficiency in Microsoft Office (Word, Excel, and PowerPoint).
* Experience with CRM software is preferred.
* Strong organizational and time management skills.
* Ability to work independently and collaboratively with cross-functional teams.
Key Performance Indicators (KPIs)
* Customer Satisfaction Score (CSAT)
* Complaint Resolution Rate
* Average Resolution Time
* Customer Retention
* Service Quality Compliance
* Customer Feedback Ratings
* Team Productivity
* Process Improvement Initiatives
Core Competencies
* Customer Focus
* Leadership
* Communication
* Problem Solving
* Decision Making
* Team Collaboration
* Accountability
* Continuous Improvement
* Time Management
* Adaptability
Working Conditions
* Full-time, office-based position.
* Standard working hours as per company policy.
* May be required to work beyond regular business hours based on operational requirements.
What We Offer
* Competitive salary based on experience.
* Professional growth and career development opportunities.
* Supportive and collaborative work environment.
* Opportunity to contribute to customer experience initiatives and organizational success.
Pay: ₹15,000.00 - ₹30,000.00 per month
Work Location: In person
