Role Objectives:
As a Customer Experience Lead, you will be a key leader and coordinator in our food aggregation business unit, connecting the Customer Experience, Operations and restaurant teams. Your primary role is to oversee the customer journey, ensuring seamless interactions from order placement to delivery. You will manage a team of voice agents, resolve escalated issues and drive improvements in service quality. Your mission is to empower the team, enhance customer satisfaction, and strengthen collaboration across departments to deliver a positive and efficient experience.
Roles & Responsibilities:
- Team Leadership and Support: Guide and mentor a team of Customer Experience Associates, ensuring they handle inbound and outbound calls with empathy, professionalism, and urgency, especially for frustrated customers.
- Issue Ownership and Escalation: Take full responsibility for complex customer issues, following through to resolution, and act as the main point of contact for escalations from the CX, Ops, and restaurant teams.
- Cross-Functional Coordination: Work closely with Ops and restaurant partners to manage the delivery workflow, addressing delays, food quality concerns, out-of-stock items, payment issues, and app-related problems.
- Customer Feedback and Improvement: Conduct post-delivery Net Promoter Score (NPS) calls, analyze feedback, and collaborate with teams to address service gaps quickly and proactively.
- Escalated Case Management: Follow up on open or escalated cases, ensuring closure and a unified customer journey across departments.
- Reputation Recovery: Address and resolve negative feedback or public complaints, turning challenging experiences into opportunities to rebuild trust.
- Data-Driven Insights: Review daily feedback, customer reviews, and order history to identify trends, recommend solutions, and improve processes.
- Ticketing System Oversight: Manage the ticketing system, ensuring accurate logging, tracking, and documentation of customer interactions to support team collaboration and reporting.
- Root Cause Analysis: Perform detailed analysis on recurring complaints, identifying patterns and proposing long-term solutions to prevent future issues.
- Performance Monitoring: Maintain high standards for response time, communication quality, and customer satisfaction scores, providing regular updates to management.
- Process Optimization: Identify opportunities to enhance the customer experience and internal workflows, working with Ops and restaurants to implement changes.
- Stakeholder Alignment: Act as the bridge between CX, Ops, and restaurant teams, ensuring clear communication and alignment on goals and challenges.
Required EDUCATION, KNOWLEDGE, AND SKILLS:
- Bachelor's Degree in any relevant field
- 2 to 4 years of experience leading a voice team and have a passion for inspiring and motivating others
- Excellent written and spoken communication skills in both Arabic and English
- Experience with CRM systems and embrace technology to enhance operations
- Thrive in a fast-paced environment with rotational shifts and changing priorities
- Initiative, be accurate, and manage multiple tasks effectively
- Responsible and have a high sense of ownership and commitment