Assistant CX Manager

Posted Dec 21

Description

Mission

This person will assist with managing the CX Support Team by carrying out administrative tasks, supporting agents, and managing schedules.

Requirements

Scheduling

1- Ensure the CX Support Team schedule closely matches forecasts

  • Identify and implement agent schedule changes
  • Approve/Deny PTO and Make-Up Days
  • Coordinate break-times

2- Approving timesheets

Zendesk Management

1- Escalated Cases

  • Handling all ‘Manager request’ phone calls
  • Sending warning messages to customers

2- Monitoring the inbox

  • Moving tickets to prevent a backlog
  • Moving tickets to minimize response time

Quality Assurance Support

  • Complete monthly QA assignments by the 20th of each month

Performance Coaching

  • Hold 1x1 “Check-in” meetings with CX Agents
  • Contribute to Performance Review process
  • Challenge/help agents hit their daily goals

Training/Team-building

  • Host regular re-training and team-building events for the CX Support Team
  • Update Nuclino articles as necessary
  • Create new macros and update processes as needed

Key Skills and Other Responsibilities

  • Have the confidence and resilience to handle escalated customer situations, providing polite leadership, calm diplomacy, and thoughtful suggestions to resolve conflicts amicably
  • Ability to give and receive feedback and take action on items that will help improve the customer and employee experience
  • Maintain great communication with the Head of CX, reporting notable events and issues in a timely fashion and making suggestions for how to improve things
  • Be innovative. Share new ideas that will help overall efficiency and results on the CX Support team
  • Maintain extensive product knowledge of all Proper Cloth fabrics, shirts, casual pants, tailored clothing and stocked products
  • Master using propercloth.com and other tools for placing orders, processing returns and remakes, logging garments to be tailored, saving customer wishlists and notes, and other tasks.
  • Have a clear understanding of all operational tasks required to facilitate the CX Support daily activities and be able to delegate when appropriate to do so
  • Be respectful to customers and co-workers and lead a positive, productive, team oriented work atmosphere
  • Understand and exemplify the Proper Cloth mission and values
  • Maintain a growth mindset, accept feedback from manager and peers graciously, and adapt to new company initiatives with an open mind