Costumer Success Manager

WHEELSHARE operates in the field of SMART MOBILITY and operates cooperative and innovative stations for renting wheelchairs in hospitals, airports, and public centers.

We are looking for an experienced Costumer Success Manager.

Role Description

Monitoring and controlling customer service centers domestically and abroad:

·      Quality controls including listening, guidance, and feedback.

·      Managing escalation cases of end customers.

·      Developing and refining training content and tools to improve team performance.

·      Developing and maintaining communication channels.

Customer experience management:

·      Continuous maintenance and care towards the company's customers.

·      Working closely with various departments in the company to enhance customer satisfaction metrics.

·      Developing and implementing policies and plans to improve customer experience.

Qualifications

•  Bachelor's degree - mandatory.
•  Experience in customer experience management / call center management / senior customer service

representative.

•  Proficient in English - mandatory.
•  Proficiency in Excel and data analysis.
• Strong leadership and systemic vision.
• Excellent communication and interpersonal skills.
• Ability to build and maintain relationships with customers.
• Problem-solving and conflict-resolution abilities.