Dahabshiil Motors invites qualified candidates to apply for the Customer Experience Manager role in Hargeisa. Professionals with a background in Management/leadership and at least 5 - 6 years of experience are encouraged to apply. Qualified candidates are urged to apply before the Jul, 25 deadline.
Company: Dahabshiil Motors
Location: Hargeisa, Somaliland
Position: Customer Experience Manager
Department: Operation
Reports To: Head of Operation
Position Summary
Dahabshiil Motors is seeking a highly motivated and customer-focused Customer
Experience Manager to lead and enhance our customer service operations. The
successful candidate will be responsible for managing customer interactions, improving
customer satisfaction, handling escalations, developing service standards, and ensuring
exceptional customer experience across all departments.
Key Responsibilities
- Lead and manage the Customer Experience team to deliver outstanding customer
service.
- Develop and implement customer care policies, procedures, and standards.
- Monitor customer inquiries, complaints, and feedback, ensuring timely resolution.
- Handle complex customer issues and escalations professionally.
- Track and analyze customer satisfaction metrics and service performance.
- Collaborate with Sales, Service, Spare Parts, and Operations departments to
improve customer experience.
- Prepare customer service reports and present recommendations to management.
- Conduct regular training and coaching sessions for customer support staff.
- Ensure compliance with company policies and customer service standards.
- Build strong customer relationships and maintain a positive company reputation.
- Customer Journey Mapping and Optimization
- Customer Experience (CX) Improvement
- Voice of Customer (VoC) Programme Management
- Service Recovery and Resolution Management
- Customer Complaint Trend Analysis
- Customer Satisfaction Measurement and Surveys
- Service Standards Development and Compliance
About Hargeisa
Hargeisa is the capital and largest city of Somaliland, serving as the region's main economic and administrative hub. The city is home to a growing number of international organizations, NGOs, and private sector companies, making it a key employment center in the Horn of Africa. Professionals relocating to Hargeisa will find a dynamic and rapidly developing urban environment.
Ereyada Soomaaliga (Somali Keywords): Shaqo Buuxda • Shaqo Cusub • Shaqo Hargeysa