Customer Experience Specialist

Role Summary:

Customer Experience role involves making sure that the customer has a seamless, unbroken, and satisfying experience with a brand at all touchpoints and throughout the whole customer journey.

Moreover, it requires interacting with customers across channels and platforms, delivering quality customer service, recommending operational improvements, and coordinating with internal stakeholders.

It also entails developing and implementing strategies to improve customer relationship, loyalty, and satisfaction, and to link the gap between the brand and the customer.

The Customer Experience role is to facilitate the implementation programs and processes intended to help the organization understand, analyze, and create a positive customer experience.

Duties & Responsibilities:

• Oversee customer journey interaction to ensure providing customers the intended service level throughout their lifetime. 
• Provide customer insights by collect information, analyze data, and provide tailored insights to meet the needs of different customers.
• Measure customer experience by create an overall customer measurement dashboard, and Tracking metrics to monitor scorecard results i.e. Employee – frontline performance monitoring, and Market research.
• Support setting up processes and procedures to manage and standardize customer experience through all touch point.
• Identifying areas of weaknesses (prediction) which drive churn in the various segments and provide recommendation to build counteractive actions.
• Refers customer issues and needs to appropriate business units; follows up to ensure accurate and timely responses that delight the customer and motivate their loyalty.
• Providing active support for other customer experience activities within Customer Care/ Sales departments.
• Monitoring, and maintaining Voice of Customer platform running daily, to ensure customer feedback is collected on time.
• Collaborating with different stakeholders across the company; Customer service, marketing, and sales teams to enhance customer services.
•  Identifying customer needs and taking proactive steps to maintain positive experiences.
• Provide full insights about customer feedback that allows to take the most appropriate action at the right time, in addition to correlate customer’s feedback with different KPI’s, such as: segmentations, behaviour, demographic info and so on.
• Update & creating the survey questions in coordination with appropriate stakeholders across all Voice of Customer touch points, in addition to OG alignment.
• Improve Voice of Customer triggers of different touch points, to increase take rates & ensure to submit all surveys to correct customers based on their interactions. 
• Develop the required reports about performance, efficiency, and progress of taken actions by stakeholders.
• Data extraction & reporting periodically (weekly, monthly…etc.), through different platforms CRM, SAP…etc.
• Develop a monthly report for each channel and share it with unit manager. Report should include detailed analysis to support the team in taking actions based on customer feedback.
• Capture any intelligent information regarding the market or Ooredoo Palestine services based on customer feedback and based on analysing available data, then share this intelligent information with CX management. 
• Propose improvements to the existing processes of Voice of Customer platform.

جميع الحقوق محفوظة لموقع جوبس.

Note: you will be required to attach the following:
1. Resume / cv
2. CV
3. Personal Professional Photo