Tirane, ofroj vend pune Customer Experience Supervisor

On Solutions is part of Balkan Finance Investment Group. BALFIN Group, is one of the most significant and successful investment groups in the Western Balkans region. Geographically, Balfin Group is present in Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro and the Netherlands, employing more than 5,000 people. The activities of the BALFIN Group include the development and management of real estate, retail, mining industry, banking, tourism, energy, logistics, etc. The BALFIN Group is growing steadily and having a positive impact over the nearby communities through economic development, employment growth and social investment. On Solutions is a new company of Balfin Group operating in the Retail industry covering loyalty and customer care services.

Customer Experience Supervisor - Job Description

We are looking for an enthusiastic and dedicated customer experience supervisor to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer experience.
Customer experience Supervisor generally organize, plan, and monitor a company’s customer service department to ensure optimized interaction between a company and its clients

Customer Experience Supervisor – Key Responsibilities

• Oversee the hiring, orienting, and training of an organization’s customer experience team
• Define and implement standards/procedures for ensuring optimal customer experience
• Conduct surveys to gather information on customer opinion of rendered services
• Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
• Establish communication mediums through which customers can readily contact a company and vice versa
• Oversee the restructuring of an organization into a customer-focused establishment
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer experience.
• Prepare and manage annual budgets in achieving set objectives and goals
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
• Manage cross functional teams work for project implementation
• Able to deal with partners offering a very professional way to them the cex service and benefits
• Attend seminars, workshops, and conferences to improve on existing job knowledge.
• Drive the mapping of CX process, design & implementation.

Customer Experience Supervisor - Requirements:

• Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline. Prior experience (up to 5 years) in the field of customer service or marketing is also necessary for this position.
• Able to organize and direct the activities of customer experience representatives to ensure the delivery of high quality service to customers
• Able to organize and direct the activities of customer experience representatives to ensure the delivery of high quality service to customers
• Able to courteously interact with clients to ensure positive customer experience.
• Able to present to the stakeholders and or partners the CEX projects and its benefits
• Excellent knowledge in English (Understanding – speaking – writing)

Reporting Line: Reports to the Head of Department

Work conditions: Balfin Group offers an attractive benefit package, including a fair remuneration based on merit and performance evaluation.

Application Procedure: To apply for this position, please submit Your CV before 31.08.2021 through the email address: [B]e.hatia@onsolutions.al[/B]

*All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the "Protection of Personal Data".
Please note that only those candidates SELECTED for further consideration, will be contacted.