Customer Experience & Service Delivery Lead

We are looking for a proactive, customer-focused, and highly organized Customer Experience & Service Delivery Lead to ensure outstanding support and service delivery for our ERP and software clients. This role serves as the primary coordination point between clients and internal teams, ensuring every request is acknowledged, prioritized, assigned, followed up, and resolved within agreed service levels.

Key Responsibilities

• Attend client queries and service requests through phone, email, WhatsApp, remote support tools, and other communication channels, ensuring timely acknowledgment and professional assistance.
• Receive, log, prioritize, assign, and monitor client service requests and tickets until resolution.
• Ensure timely responses and resolution of client issues in accordance with defined Service Level Agreements (SLAs).
• Coordinate with Business Analysts, ERP Consultants, Developers, and Project Managers to resolve client requests efficiently.
• Escalate critical issues when necessary and proactively follow up until resolution.
• Keep clients informed with regular updates on issue status, progress, and expected resolution timelines.
• Assist clients with software usage, system navigation, configuration, and best practices.
• Conduct online or onsite user training sessions, product demonstrations, and knowledge-sharing sessions as required.
• Handle client complaints, critical incidents, and service escalations professionally.
• Build and maintain strong client relationships by ensuring a positive service experience and high customer satisfaction.
• Prepare and maintain user guides, FAQs, knowledge base articles, and other client support documentation.
• Identify recurring issues and communicate enhancement recommendations to the Product and Development teams.
• Maintain accurate records of client interactions, service requests, resolutions, and follow-up activities.
• Prepare service performance reports, SLA compliance reports, and support metrics.
• Continuously improve service delivery processes and contribute to enhancing the overall customer experience.

Key Performance Indicators (KPIs)

• SLA Compliance Rate
• First Response Time
• Average Resolution Time
• Customer Satisfaction (CSAT)
• Open & Aging Ticket Count
• Ticket Resolution Quality
• Client Retention & Service Excellence

Requirements

• Fluent spoken English with the ability to communicate confidently and professionally with local and international clients.
• Bachelor’s degree in Computer Science & Engineering, Information Systems, Business Administration, or a related field.
• Minimum 2 years of experience in Customer Support, Service Delivery, Customer Success, Client Experience, ERP Support, or IT Support Coordination.
• Strong customer service, interpersonal, and relationship management skills.
• Excellent organizational, coordination, and follow-up abilities.
• Strong analytical and problem-solving skills.
• Ability to explain technical concepts in a simple, user-friendly manner.
• Ability to manage multiple client requests and prioritize tasks effectively.
• Proficiency in Microsoft Office and Google Workspaces.