Senior Manager Customer Experience
描述
Customer Support; Workforce Management; Quality Assurance & Support; Customer management
What you will do:
Responsible for leading and optimizing customer support operations, ensuring high-quality service delivery and customer satisfaction. Oversee workforce management, quality assurance, and the development of tailored solutions, while driving continuous improvement initiatives to enhance overall customer experience.
Key Responsibilities:
Oversee and manage customer support teams to ensure consistent, high-quality service delivery.
Optimize workforce planning and resource allocation to meet customer demand and maintain service levels.
Implement and monitor quality assurance processes to maintain and enhance customer service standards.
Develop and execute strategies to improve customer satisfaction, loyalty, and retention.
Provide strategic leadership for delivering personalized and exceptional service to high-value customers.
Lead the design and implementation of tailored solutions to meet specific customer needs and business goals.
Ensure customer support teams are fully trained and equipped to handle diverse customer interactions.
Oversee the tracking and evaluation of customer support solutions, including preventive measures for recurring issues.
Build and sustain strong relationships with key customers, proactively addressing concerns to enhance their experience.
Drive ongoing improvements in customer support processes based on data analysis and customer feedback.
You will be a great fit if you:
Bachelor’s degree or equivalent, in any discipline.
A minimum of 5 years’ experience in customer service or contact center operations, along with 5–10 years of management experience leading teams and driving operational excellence.
Multilingual proficiency in English and Chinese is required; proficiency in Korean is a strong plus.
Knowledge, Skills and Abilities
Strong interpersonal skills, with the ability to build and maintain positive relationships across all levels of the organization.
Excellent written and verbal communication skills, adept at clearly conveying information and ideas to diverse audiences.
Effective planning and organizing skills, proficient in developing strategies and managing resources to achieve goals.
Proficient presentation skills, capable of delivering engaging and persuasive presentations to stakeholders.
Demonstrated leadership skills, with experience in guiding and motivating teams to achieve high performance and meet objectives.
我們的企業
FedEx 提供全球範圍內的電子商務、貨運代理、進出口服務。通過提供綜合國際海運和空運代理、地面運輸和派送、報關代理、貿易和報關諮詢服務，以及先進的電子商務和貿易便利化解決方案，我們幫助各種規模的客戶解決全球運輸貨物的複雜問題。
我們的哲學
員工 - 服務 - 利潤。我們在意我們的員工，所以員工能夠提供完美的服務給我們的顧客，由此顧客給予聯邦快遞足以成長的利潤。我們在同業中的成功源自於員工。透過員工 - 服務 - 利潤的哲學，我們擁有鼓勵員工創新的工作環境，以提供顧客盡所能最高質量的服務。
我們的文化
我們推崇創新、正直和承諾。我們有許多正式的政策、程序和方案來鼓勵我們的員工個人或團隊的最佳表現。
我們的使命
我們力求成為同業中，致力於提供頂尖服務和成為領導品牌的最佳企業。
歡迎您瀏覽我們的網站，希望您在FedEx 的求職經歷會有所收穫。我們期待您的消息!
