Customer Engagement Manager

In this position you will....

lead customer service and customer care team oversees customer service operations, ensures high customer satisfaction, manages teams, and implements strategies to improve service quality and retention. You will manage and monitor key performance indicators (KPIs) related to claim processes, customer engagement and satisfaction, report on progress to operations head in local and regional, and work closely with cross-functional teams to identify opportunities for improvement and develop and execute plans to address customer needs and concerns.

You will be responsible for…

• Directing and managing the team that handles interactions with customers related claims and other inquiries of all bolttech’s products to meet the service commitments and all KPIs.
• Leading the customer care team to deal with the complaint handling and its resolution by providing the recommendations to wider team in avoiding the same complaint occur in future.
• Working together with Group CX Leadership and Business Executives on continuous evolvement of bolttech’s Group Customer Experience Strategy supported by Monthly/Quarterly/Annually Missions and Prioritized Roadmap for Implementation.
• Overseeing customer experience across channels, platforms, and partnerships.
• Identifying opportunities and initiating steps that will enhance customer experience and business value from research findings.
• Supporting and driving implementation of Customer Experience Measurement and Customer Feedback tools (e.g., Qualtrics, Meltwater, Complaint dashboard, etc.) across key customer touchpoints.
• Conducting a periodic performance review of the team members and providing coaching and training.
• Analyzing team performance and striving for continuous improvement with clear actions, targets and timeline.
• Dealing with the technical system team to improve working process and team productivity.

For you to be successful…

We expect you to be able to demonstrate the following key competencies

Impactful

• Has a clear understanding of team’s objectives and aligns efforts to these.
• Maintains commitment to achieving goals in the face of obstacles

Customer Focus

• Understands the importance of customer feedback and appreciates their points of view.
• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
• Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption

Curious

• Engages in learning activities and is interested in understanding different ways of doing things including the key activities performed by others in team.
• Understands the value of knowledge sharing and seeks learning in areas beyond own area of focus.

Collaborative

• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
• Builds diverse networks and cooperative key working relationships to work in partnership with others
• Co-operates with team members to resolve problems and achieve goals

Creative

• Looks for new ways to solve problems and execute in ways that add value
• Tries new ideas and approaches

Communication

• Communicates clearly and actively listens to others
  • Provides others with information they need in a timely manner
  • Communication is specific and fact based using a style appropriate for the audience
  • Receptive to feedback and appropriately expresses own opinions.

Adaptable

• Adapts to changes quickly, flexibly and easily
• Comfortable using different approaches to problem solving

Literacy – Digi, Tech & Data

• Uses appropriate data, technology and digital solutions to communicate, solve problems, and access, manage, integrate, evaluate, and create information
• Able to understand, interpret, analyse, and communicate data and applies these skills to derive insights and performance

You will require the following qualifications and skills

• Bachelor’s Degree in relevant fields with minimum 5 years of relevant experience, preferably within customer services, customer experience or contact center management.
• Proven experience in transformation of customer services and operations, leading to measurable improvement
• Well know the contact center management.
• In depth experience working on successful customer-centric work across physical and digital channels
• Experience in research and analytical skills with great comfort in analyzing/ modelling data in Microsoft suite tools
• Strong understanding of customer service, contact center, smartphone repair, market trends, customer demands
• Strong understanding of Agile teams, processes, principles, and ways of working
• Proficient in Microsoft suite (e.g., Power Point, Excel, Word)
• Proficient in English (oral and written)