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Service Excellence Expert 13 years required
2 weeks ago
AService Excellence Expert is responsible forensuring that an organization consistently provides outstandingservice to its customers clients and stakeholders. Their roleinvolves creating strategies and frameworks to enhance servicedelivery building strong customer relationships and drivingcontinuous improvements to meet or exceed customerexpectations.
KeySkills andCompetencies:
Deepunderstanding of customer needs preferences andbehaviors . The ability to anticipate customerexpectations and tailor service offerings accordingly is essentialfor delivering serviceexcellence.
Empathy to understand customer pain points and create solutions that trulymeet their needs ensuring a positive experience at everytouchpoint.
Expertise inquality management systems such as Six SigmaLean and Total Quality Management (TQM) to ensure that servicedelivery consistently meets highstandards.
Ability todevelop and implement service standards guidelines andbest practices for the organization tofollow.
Familiarity withservice level agreements (SLAs) and KeyPerformance Indicators (KPIs) to monitor and maintainservicequality.
Knowledge ofCX frameworks to design seamless and effectivecustomer journeys that focus on satisfaction loyalty andadvocacy.
Ability to mapthe customer journey identifying touchpointspain points and opportunities for enhancing the overall customerexperience.
Ability toincorporate feedback mechanisms (e.g. surveysfocus groups social media listening) to collect and analyzecustomer insights ensuring continuous serviceimprovement.
Expertise inhandling customer complaints and resolvingissues quickly and effectively turning negative experiences intoopportunities for loyalty andsatisfaction.
Ability toimplement service recovery strategies and ensurecustomer concerns are addressed promptly andprofessionally.
Conflictresolution skills to managedifficult or emotional customer situations with tact anddiplomacy.
Ability to drivecontinuous service improvement (CSI) initiativesfocusing on enhancing both the efficiency and quality ofservice.
Expertisein data analysis and performance metrics toidentify areas of service delivery that needimprovement.
Experience inrunning service improvement projects includingidentifying root causes of problems implementing solutions andmeasuring the impact ofchanges.
Leadershipskills to inspire and guideteams in delivering excellent service fostering a culture ofexcellence throughout theorganization.
Changemanagement expertise toimplement new service standards tools and processes ensuring smoothtransitions and buyin from allstakeholders.
Ability tomentor and train employees on the principles ofservice excellence developing a teamoriented approach to customerservice.
Exceptionalverbal and written communication skills forinteracting with customers clients and internalstakeholders.
Ability tocommunicate complex service issues clearly and effectively both inperson and through digitalchannels.
Activelistening skills to fullyunderstand customer needs and concerns providing tailored solutionsbased on theirfeedback.
Ability todevelop and implement training programs thatemphasize customer service excellence empowering employees with thetools and knowledge needed tosucceed.
Strong focus onemployee engagement ensuring that End User group2 are motivated aligned with the company s service vision and fullycommitted to delivering highqualityservice.
Coaching employees on best practices in service delivery helping them buildstrong interpersonal and customerfocusedskills.
Ability toidentify and implement new technologies andtools (e.g. AI chatbots CRM software) to enhance service deliveryimprove efficiency and offer innovative solutions tocustomers.
Knowledge ofdigital customer service channels such as socialmedia live chat and email to improve accessibility and responsetimes.
Expertise inimplementing selfservice options for customersto empower them and improve serviceefficiency.
Strongstrategic thinking to align service excellenceinitiatives with broader business goals and customerexpectations.
Knowledge ofservice design principles to createcustomercentric services that are not only functional but alsodelightful.
Ability todevelop a longterm vision for customer servicethat includes ongoing improvements innovation and competitivedifferentiation.
Understanding ofhow excellent service impacts business performance customer loyaltyandprofitability.
Ability tocreate business cases for service excellence initiativesdemonstrating the return on investment (ROI) through improvedcustomer satisfaction reduced churn and increased customer lifetimevalue(CLV).
Ability tomanage service budgets and allocate resourceseffectively to support serviceinitiatives.
Expertise inbrand positioning and aligning service deliverywith brand promises to ensure consistency in customerexperience.
Knowledge ofloyalty programs and other strategies to driverepeat business and build longterm customerrelationships.
Ability tocreate advocacy programs that turn satisfiedcustomers into brandambassadors.
Expertise indata analytics to assess service performancetrack customer satisfaction and identify areas forimprovement.
Ability to usecustomer feedback reviews and ratings to driveoperational changes and improve servicequality.
Proficiency inusing customer satisfaction metrics (e.g. NetPromoter Score Customer Satisfaction Score) to measure serviceeffectiveness.
Tools&Technologies:
CRMSoftware: Microsoft DynamicsSalesforce
CustomerFeedback Tools: Qualtrics EFMExplorance
HelpdeskSoftware: ServiceNow IvantiZendesk FreshdeskLiveChat.
CustomerAnalytics Tools: Tableau PowerBI GoogleAnalytics.
Training& Learning Platforms: LinkedIn LearningCoursera.
SoftSkills:
Empathy: Deep understanding of customer emotions and concerns allowing formore meaningful interactions andsolutions.
ProblemSolving: Ability to quickly identify and resolve issues turning challengesinto opportunities forimprovement.
Adaptability: Ability to adjust service strategies based on changing customerneeds market trends or organizationalchanges.
TeamCollaboration: Ability to workacross departments (e.g. marketing operations IT) to align servicedelivery with business goals and customerexpectations.
Hr ExecutiveRecruitment,Internship,AIX,Fleet,Information TechnologySales
Employment Type : FullTime
Experience: years
Vacancy: 1
