Apr 22, 2020
The Customer Experience Manager must understand the full end to end process of Reviews and Customer Service Management. You are responsible in finding logical solutions as to how to increase the number of reviews and the positive ratings constantly. You should know all our products to properly find solutions to customer complaints and provide suggestions that will help the company in improving the product based on customer insights.
Ultimately, the Customer Experience Manager must ensure that our products get good reviews and reverse negative reviews to positive through excellent Customer Service. Product Reviews are essential for both buyers and sellers – Potential Consumers/Customers. They are, in a way, a major parameter which governs the business transactions and longevity of any company.
? Be aware of review tactics and trends.
? Be aware of customer service and trends.
? Know all items ratings and review rates.
? Lead and manage a team from ideas to implementation.
? Ensure all follow up
? Maintain all review ratings.
? Create a streamline process from marketing to reviews to customer service.
? Improve review ratings for items that are falling in rating.
? Maintain and update current market trends.
? Focus on reviews and marketing campaigns
? Handle negative reviews and possibly mitigate it through excellent customer service.
? Commenting on reviews.
? Running Campaigns to generate more reviews.
? Convert feedback to reviews.
? Ensure overall customer satisfaction
? Envision ideas for automation for both reviews and customer service.
? Improve Review Ratings: As the Review Manager, you are responsible on keeping our reviews in good ratings. Give our customers a reason to review our products, follow up with our buyers and ask the right questions to get relevant
? Reverse Negative Reviews: Ignoring negative reviews won’t make it go away. You need to respond to negative reviews, especially if you think the reviewer is justified in their complaint or other customers have complained about the same
issue. Take this opportunity to learn from our clients and improve our business.
? Research New Review Tactics: You are in-charge in researching new tactics that can help us improve our reviews. Ensure that we are not left behind the latest review tactics in the market.
? Spy on Competitor Tactics: Keeping tabs on our competition will show us what they’re up to and may give us ideas for what we can do better. With this we can identify our missed opportunities and comprehend our competitor’s strategies.
? Resolve Customer Complaints: Resolve customer complaints within the agreed SLA.
? Keen to details
? Loves winning
? Hungry for achievement
? Excellent written and oral communication skills
? Works well with others
? Treats team members with respect
? 5-10 years’ experience in the same field
? Excellent verbal and written communication skills
? Good visionary abilities
? Team management skills
? Experience in Amazon Product Ads
? Customer Service Experience a Must.
? Bachelor’s degree in management, business, marketing, communications, or
? Windows Operating System 8 or higher
? Wired DSL Internet connection with minimum 5MBPS
? Back up for power outages and internet interruptions
9AM - 5PM
? Competitive Salary
? Year-end Bonus
? Healthcare Allowance
? Annual Appraisal
? Birthday Bonus
? Leave Credits
? Paid Local and International Holidays