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Customer Experience Leader
2 months ago
About BELFOR Property Restoration
BELFOR is a global leader in property damage restoration, with over 40 locations and more than 1,100 employees across Germany. We are dedicated to providing exceptional service and expertise to our clients.
Your Role as Customer Experience LeaderAs a Customer Experience Leader, you will play a vital role in shaping the customer journey and ensuring a positive experience for every client who interacts with BELFOR. You will lead and mentor a team of Customer Experience Coordinators, fostering a culture of excellence and collaboration.
Key Responsibilities- Team Development & Coaching: Provide guidance, training, and support to your team of Customer Experience Coordinators, empowering them to deliver exceptional service.
- Resource Management: Effectively plan and allocate resources within the region to meet all service level agreements (SLAs) and client requirements.
- Performance & Feedback: Conduct regular performance reviews and provide constructive feedback to your team members, driving continuous improvement.
- Financial Oversight: Analyze financial data and ensure projected margins are accurate, contributing to the overall profitability of the region.
- Customer Relationship Management: Act as a key liaison between customers, insurance companies, and contractors, ensuring clear and effective communication throughout the claims process.
- Process Improvement: Identify opportunities to streamline processes and enhance the customer experience, contributing to the development of BELFOR's core services.
We are seeking a highly motivated and experienced Customer Experience Leader with a proven track record of success in managing teams and delivering exceptional service. You possess strong communication, organizational, and problem-solving skills, and you thrive in a fast-paced environment.
- Excellent verbal and written communication skills
- Strong organizational skills and the ability to work effectively under pressure
- Proven experience in customer service management
- Team-oriented approach with a collaborative mindset
