We’re looking for someone to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services, also you’ll support business processes around conducting surveys and managing the customer feedback process. This includes data management, administrative support, and generating reports to facilitate this process. To ensure success, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry.
● Track customer experiences across online and offline channels, devices, and touchpoints.
● Align customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
● Identify customer needs and take proactive steps to maintain positive experiences.
● Respond to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
● Analyze customer feedback on product ranges and new releases, as well as prepare reports.
● Perform product tests, evaluate after-sales and support services, and facilitate improvements.
● Document processes and logging technical issues, as well as customer compliments and complaints.
● Administer the customer survey functions for enterprise customers.
● Generate and validate meaningful source data files which will be used by the customer survey platform.
● Provide useful business units and management with regular reports which are based on the surveys conducted.
● Lead all aspects of survey generation and reporting.
● Bachelor's degree in Marketing, Communications, Advertising, Business Management, or in related fields.
● Solid knowledge of online customer engagement platforms and channels.
● Proficiency in MS Office, as well as CX and CRM software.