Customer Experience Executive

Designation

Customer Experience Manager

Salary

Role Category

Education

Best in salaries depending on skills & experience

Customer relation

Graduate / Diploma from a reputed and recognised national or international institution

Job Description

As a Customer Experience Manager you will be responsible for:

1. Guest Experience Management:

• Ensure a consistently high level of service and hospitality for all guests through backend Communication operations platforms (whatsapp/email/telephone, etc.)

• Manage communication systems along with the team and ensure the reply is within 5 minutes of query raised by the customer and the conversation is closed on the system properly.

• Manage other platform like shopify, emails, swiggy, zomato for customer feedback, sales and product updates.

• Communicate delivery or fulfilment to customer for all shopify order.

• Handle guest feedback and complaints with a focus on swift resolution and customer satisfaction.

• Increase Manual sales orders based on targets for the month and individual queries that come from Communication platforms.

• Any special order request needs to be addressed and dealt with sensitively.

• Coordinate with Dispatch team for timely deliveries and any manual sales.

• Co-ordinate fulfilment status with the dispatch team for all orders.

• Update delivery status, take feedback and submit feedback for all orders.Give data analysis to management team.

• Increase sales through abandon checkouts and create report. Give analysis to management team.

2. Staff Training and Development:

• Train and develop staff members to provide exceptional service and maintain a positive atmosphere.

• Foster a team culture focused on continuous improvement and exceeding customer expectations.

• Maintain a roster for the customer service, conduct daily briefings and weekly meeting for improvement.

3. Quality Control:

• Train and maintain the high standards of food quality, presentation, and consistency with Conduct occasional inspections.

4. Events and Special Promotions:

• Plan and execute special events, promotions, and collaborations to enhance the overall customer experience.

• Coordinate with the marketing team to promote and market offerings effectively.

5. Financial Management:

• Work closely with the finance team to manage budgets, analyze costs, and contribute to revenue growth.

• Implement strategies to optimize profitability without compromising on customer service quality across all sales platform.

6. Reports:

• Provide daily report for CRM Department.

• Analyse feedback and implement improvement plan and process.