Company Description
TouchPoint (TP) is a Business Process Outsourcing provider specializing in customer experience solutions to enhance operational efficiency, boost workforce productivity, and drive financial success. The company focuses on setting up, managing, and optimizing customer touchpoints and service processes. TouchPoint aims to create sustainable business continuity frameworks for its partner organizations. The company is dedicated to delivering exceptional customer experience results.
Role Description
This is a full-time, on-site role based in Lesotho for a Brand & Customer Experience Manager. The role involves overseeing the customer experience strategy, enhancing customer satisfaction, and driving initiatives to improve brand perception. Responsibilities include analyzing customer feedback, implementing strategies for optimized customer interactions, monitoring service quality, and collaborating with cross-functional teams to deliver an excellent end-to-end customer journey.
Qualifications & Skills
- Expertise in Customer Satisfaction and Customer Experience management
- Strong Analytical Skills to evaluate customer data and identify trends
- Exceptional Communication skills to interact clearly and effectively with customers and team members
- Proven Customer Service knowledge, including the ability to address and resolve customer concerns
- Leadership and project management skills to drive customer experience initiatives
- Proficiency in using customer experience management and analytics tools is a plus
- Bachelor’s degree in Business Administration, Marketing, or a related field is highly desirable