Customer Engagement Manager

LG Electronics   •  

Englewood Cliffs, NJ

Industry: Retail & Consumer Goods

  •  

5 - 7 years

Posted 36 days ago

We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!

We are currently seeking an Customer Engagement Manager to join our dynamic team in Englewood Cliffs, NJ as part of the Mobile Communication Team!

Job Description:

  • Ownership and management of customer engagement processes for Digital Wallet Services

  • Drive prioritization and resolution of all Digital Wallet Services related customer non-technical/technical issues escalated from call center

  • Troubleshoot and provides issue research and analysis seeking answers and resolution from both local and HQ business teams and technical support teams

  • Closely monitors customer Tier 3 customer issues performing data analysis to quantify normal trends, response times, issue volumes, types of issue resolution, best practices to ensure highest levels of service quality

  • Develop customer facing materials (i., FAQs and User Guides)

  • Develop best practices and process improvements

Duties and Responsibilites:

  • LG Pay Customer Support- Field inquiries from LG Pay related customer non-technical/technical issues escalated from Tier 2 LGEAI (Alabama Customer Call Center)
  • LG Pay Customer Support- Troubleshoot and provides issue research and analysis seeking answers and resolution from both local and HQ business teams and technical support teams
  • Service Analysis- Closely monitors customer Tier 3 customer issues performing data analysis to quantify normal trends, response times, issue volumes, types of issue resolution, best practices to ensure highest levels of service quality

Qualifications/ Responsibilities:

  • BA Required, 5-7 years’ Customer Support experience in a large complex enterprise required
  • Excellent interpersonal skills with the ability to think and communicate creatively, thoughtful with diverse technical and non-technical groups

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