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About us
Convertedin is a marketing operating system for e-Commerce. It utilizes data and shoppers' insights to create personalized multi-channel marketing that boosts customer engagement and maximizes their return on their marketing budget by leveraging artificial intelligence capabilities. Convertedin has helped more than 800 e-Commerce worldwide.
Our goal is to deliver exceptional experience to our customers, converting them into passionate promoters! To do so, our Customer Experience (CX) teams are available 24/7 to fulfill customers requests, fix issues, hear their voices, and advocate for them to deliver solutions that make their lives easier.
By joining the CX team, your role as Customer Experience Lead will include the below responsibilities.
- Establish the quality management system and ensure that all processes are defined, documented, communicated, promoted, maintained, and deliver all the needed training as required.
- Audit CS associates interaction with customers, and assess their performance against our quality standards.
- Provide actionable feedback to CS associates based on the audit results, and guide them on how to improve.
- Manage CS associates knowledge, and ensure their full awareness of business and product updates.
- Create visibility for CX leads on quality performance on both individual and team levels.
- Partner with CX leads on identifying training needs and deliver training programs for new and existing staff accordingly.
- Analyze customers' interaction with CS, generate insights and implement changes to improve contact experience.