Customer Satisfaction Manager

Magic Leap Plantation, FL
Job Description

We are looking for an experienced Customer Satisfaction Manager to work in a fast -paced environment and be a true advocate for the customer. This position will report to the Consumer Care Director and will be responsible for providing superior customer care with reduced customer effort with prevention and problem resolution of issues that pose a risk to the company's brand.

Responsibilities (this is not a full and comprehensive list and responsibilities may change through the course of employment

* Oversight of 3rd party contact center including relationship, KPI management and invoice validation.

* Tracking and reporting of Satisfaction KPIs

* Optimize workflow processes to enable customer support to scale efficiently as Magic Leap grows

* Utilize data to derive actionable insights that improve customer experience and drive team performance

* Point of contact for escalated questions and issues from the contact center

* Provide highly skilled support for sensitive customer escalations with a focus on returning the customer to a high satisfaction state

* Mitigate high crisis incidents that pose a risk to company brand through de-escalation tactic

* Resolve roadblocks that could negatively impact the customer experience through incident investigation, claims management, analysis, education and enforcement of Magic Leap terms and conditions

* Work with cross-functional teams as an advocate of the customer and manage the resolution of the customer issues that require cross-functional effort

* Documents customer issues, interactions, and ticket resolution

* Champions continuous process improvement efforts, including problem identification, root cause analysis, action plan formation, "best practice" creation, detailed documentation, and process refinement and streamlining

* Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction.

* Create better modes of operations to make customer service easier for both team members and customers

Qualifications

* 2+ years managing a Contact Center

* Strong communication skills with specific experience leading customers through challenging issues to successful resolution

* Proven ability to resolve issues with a strong passion for customer service

* Demonstrated history of making critical judgment calls based on complex information and difficult tradeoffs

* Experience improving processes and workflows to increase efficiency

* Self-starter with ability to work independently and on multiple initiatives at the same time

* Ability to work effectively cross-functionally with a proven track record of driving results

* Prior experience with Zendesk and/or C4C

Education

* Bachelor's Degree or equivalent work experience

Additional Information

All your information will be kept confidential according to Equal Employment Opportunities

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