Customer Experience Manager job description

Customer Experience Manager interview questions

Interviewer: Thank you for joining us today. Can you tell me a little bit about your experience in customer experience management?

Candidate: Yes, I have been working in customer experience management for the past five years. In my last role, I oversaw a team of 10 customer service representatives and implemented a new customer feedback system that resulted in a 20% increase in customer satisfaction ratings.

Interviewer: How do you prioritize and address customer complaints?

Candidate: I prioritize customer complaints based on the severity of the issue and the potential impact it could have on our business. I aim to address all complaints within 24 hours and provide a resolution that satisfies the customer.

Interviewer: Can you give me an example of a time when you went above and beyond to ensure a customer's satisfaction?

Candidate: Yes, I once had a customer whose order was lost in transit. I not only expedited a replacement order but also offered them a discount on their next purchase to apologize for the inconvenience.