Customer Experience Manager
Oda e Inxhinierëve të Republikës së Kosovës
Remote · Full Time
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- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- منذ 3 أيام
- Work mode
- Work from home
- Education
- Bachelor's degree
- Resume
- Required to apply
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Job description
Role Overview
We are seeking a dedicated Customer Experience Manager to join our team on a full-time remote basis. In this role, you will be responsible for designing, overseeing, and enhancing the experience of members and stakeholders at every touchpoint with the organization. Your role will encompass monitoring satisfaction, collecting and analyzing feedback from engineers and partners, and driving improvements in service delivery, communication, and processes.
Key Responsibilities
- Manage and optimize digital and direct communication channels.
- Develop standards and guidelines to ensure consistent and high-quality service.
- Handle daily inquiries and resolve any issues raised by members and partners.
- Prepare detailed reports highlighting customer experience metrics.
- Collaborate across teams to align organisational operations with the needs of engineers and institutional stakeholders.
- Contribute to strategic initiatives aimed at enhancing the organization's reputation and value within the engineering community.
Qualifications and Requirements
- Strong customer-centric approach with proven experience in Customer Experience and Customer Satisfaction management.
- Proficient in Customer Service methodologies, including effective handling of inquiries, feedback, and conflict resolution.
- Excellent written and verbal communication skills in English; additional proficiency in Albanian is advantageous.
- Analytical capability to interpret feedback data, monitor experience metrics, and recommend improvements based on insights.
- Experience in member-driven, professional, or service-oriented organizations is preferred.
- Self-motivated and capable of working independently in a remote environment, juggling multiple priorities while maintaining effective collaboration with diverse stakeholders.
- Familiarity with CRM systems or customer experience management platforms is a plus.
- Bachelor’s degree in business, communications, social sciences, or related disciplines, or comparable practical experience.
Minimum education
Bachelor's Degree