Customer Experience Lead

The Customer Experience Lead at Chughtai Healthcare is a pivotal role aimed at enhancing client relations and ensuring that customers receive exceptional service. This position requires an individual with a strong foundation in Customer Relationship Management and excellent communication skills. The ideal candidate will possess adept problem-solving abilities and a keen eye for data analysis, ensuring strategic improvements based on feedback collection and analysis. While this role does not involve team management, the Customer Experience Lead will collaborate cross-functionally to elevate customer satisfaction in our healthcare services. With 3-4 years of experience in customer handling within the healthcare, hospitality, or services sector, the successful candidate will drive initiatives that deliver a positive customer experience embodying our company's values.
Responsibilities

Develop and implement customer experience strategies that align with the organizational goals of Chughtai Healthcare.
Analyze customer feedback to identify areas for improvement in service delivery and overall customer satisfaction.
Utilize Customer Relationship Management tools to streamline customer interactions and enhance relationship-building efforts.
Conduct regular assessments of customer service processes and workflows to ensure efficiency and effectiveness.
Collaborate with various departments to understand customer expectations and service challenges, building cohesive action plans.
Train staff on customer service best practices to ensure a consistent and high-quality experience for all customers.
Design and monitor key performance indicators related to customer experience to measure success and inform future strategies.
Manage and report on customer complaints and escalations, providing effective solutions in a timely manner.
Engage with customers to gather insights on their experiences and develop initiatives that respond to their needs.
Create a customer-first culture within the organization, advocating for the voice of the customer in all operations.