-Overall responsibility for the customer experience cycle (Sales entry through installation fulfillment and after sales process)
-Oversee the restructuring of an organization into a customer – focused establishment
-Define and implement standards / procedures for ensuring optimal customer experience
-Conduct surveys to gather information on customer opinion of rendered services.
-Utlize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
-Develop and build team that provides exceptional customer care before and during the sales management process
-As needed , manages complex or particularly difficult or emotional customer situations
-Hire, train, and manage sales entry and customer service personnel
-Lead and develop direct reports while fostering a team environment
-Promote and enforce company policies and values
-Institute systems and processes to improve productivity
-Support development and implementation of customer facing communications tools
-Implement and track against key metrics that demonstrate continuous improvement
-Works with other leadership to ensure seamless customer experience team to ensure their interaction with customers reflect positively on the company
-Liaise with all teams like Sales, Bill, Installation, Complaint departments to ensure delivery of high quality services to customers
-Establish communication mediums through which customers can readily contact a company and vice versa
-Oversee the restructuring of and organization into a customer –focused establishment
-Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
-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
-Oversee the merchandising of services in an outlet to ensure it entices purchase
-Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
-Attend seminars , workshops, and conferences to improve on existing job knowledge
-All other duties as assigned

-(2-5) years of proven leadership in Customer Experience with emphasis in order entry and customer service
-Microsoft office, Email, PowerPoint and others
-Outstanding communication skills, both verbal and written (English)
-A high sense of urgency ans ability to multitask with proactive attitude





Interested candidates, who wish to apply for the above position; please send in your resume to hr-fil@fortunemm.com
Only shortlist applicants will be notified by HR Recruitment Team