newmew
Retail / Shops

Since 2015, Newmew Nepal has actively committed to satisfying the needs of numerous Nepalese individuals by providing affordable, high-quality eyewear. Over time, we have expanded our product range to include over 1000 distinctive eyewear styles and designs.

The company's vision is to become a trusted provider of eyewear solutions, catering to all age groups, with a focus on quality, innovation, and customer satisfaction. Its mission is to deliver a diverse range of sunglasses, lenses, frames, and glasses that meet the needs and preferences of consumers in Nepal, while maintaining high standards of product quality and service excellence. With a commitment to continuous improvement and sustainability, we strive to establish long-term relationships with our customers, employees, and stakeholders, and contribute positively to the eyewear industry in Nepal.

We envision a world where everyone has access to stylish eyewear that enhances their unique style and vision, and we are committed to making this vision a reality. Join us on our journey to make eyewear more than just an accessory – let's make it a reflection of your unique identity and a tool for a clearer, brighter future.

The company's vision is to become a trusted provider of eyewear solutions, catering to all age groups, with a focus on quality, innovation, and customer satisfaction. Its …

Customer Experience (CX) In-Charge

Views: 1088 | This job is expired 2 months, 2 weeks ago

Basic Job Information

Job Category	:	Marketing / Advertising / Customer Service > Customer relationship
Job Level	:	Mid Level
No. of Vacancy/s	:	[ 1 ]
Employment Type	:	Full Time
Job Location	:	Mid Baneshwor
Offered Salary	:	Not Disclosed
Apply Before(Deadline)	:	Feb. 21, 2025 23:55 (2 months, 2 weeks ago)

Job Specification

Education Level	:	Under Graduate (Bachelor)
Experience Required	:	More than or equal to 2 years
Professional Skill Required	:	Leadership Communication Problem Solving Customer Service Relationship-Building Skills

Other Specification

Strong leadership and interpersonal skills to manage and motivate customer-facing teams.
Excellent problem-solving abilities, especially in resolving complex customer issues.
Deep understanding of customer experience management, CX tools, and technologies.
Ability to analyze data and derive actionable insights from customer feedback.
Strong communication skills, both written and verbal.
Bachelor's degree in business, marketing, or a related field (preferred).
Previous experience in customer service or CX roles is often required, with managerial experience being a plus.

Job Description

1. Customer Experience Strategy:

Develop and implement strategies to enhance the overall customer experience across multiple channels (social Media, website, phone, etc.).
Align CX initiatives with company objectives and customer needs.
Identify opportunities for improvement in service quality and customer interactions.

2. Customer Interaction Management:

Oversee customer service teams, ensuring that they provide excellent support and build strong relationships with customers.
Handle escalated customer complaints or issues, ensuring swift and satisfactory resolution.
Monitor and analyze customer feedback through surveys, social media, reviews, and other channels to identify areas for improvement.

3. Team Leadership & Training:

Lead, train, and motivate customer-facing teams, including customer service representatives, sales staff, and other employees interacting with customers.
Foster a culture of customer-centricity within the organization.
Ensure the team is well-versed in the latest customer service techniques and best practices.

4. Process Improvement:

Analyze existing customer service processes and workflows to identify inefficiencies or gaps in service delivery.
Suggest and implement process changes to streamline operations, improve satisfaction, and reduce customer effort.
Monitor KPIs related to customer experience (e.g., Net Promoter Score, customer satisfaction ratings, resolution time) and recommend improvements.

5. Reporting & Analysis:

Regularly report on customer experience metrics to senior management, providing insights into trends, challenges, and successes.
Use data analysis to understand customer pain points and create action plans to address them.
Monitor customer satisfaction and loyalty metrics to ensure continuous improvement.

6. Technology & Innovation:

Stay up to date with the latest customer service tools and technologies (e.g., CRM systems, live chat tools, AI-powered assistants).
Implement new technologies or systems to enhance customer interactions and streamline customer service operations.
Experiment with innovative ways to engage customers and enhance their journey.

7. Cross-functional Collaboration:

Collaborate with other departments (marketing, sales, product development) to align customer feedback with product and service improvements.
Work closely with marketing teams to ensure a consistent brand voice and experience across customer touch points.

This job has expired.

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