Executive Customer Experience Management Full-Time

RSS client

RSS client

Industry

MNC

Career Level

Executive

Job Function

Business development, Marketing

Years of Experience

3 years

Qualification

Bachelors Degree in Business/Marketing/Similar fields

Primary Skills

 

  • SQL/Power BI
  • Advance Excel 
  • Proficiency on MS Office Tools
  • Understanding of Churn Control and Quality of Sales
  • Understanding of Data Science & Familiarity with research methodologies and design
  • Understanding of Customer Complaints
  • Understanding of Telecom systems

Position KPI

Resource would be responsible to take care OR support team against following key areas as per the task assignment:

·        Service Management – How to increase customer satisfaction across customer touch point

·        Service Indicators management at different levels

·        Ability of analyze customer concerns, usage behavior, complaints and understand root cause of complaints to identify solutions that improve customer experience

·        Develop improvement plan for the customer service enhancement at Physical & Digital touch points

·        Development and management of complaints management indicators and target management for respective departments

·        Granular analysis of customer usage and dormancy patterns across multiple dimensions to investigate reasons for churn/dissatisfaction

·        Understanding of customer research methodologies and research design

·        Ability to conduct internal/external customer surveys to gauge touch-point experience

·        Ability to assist the team in complex and multilayered research projects related to Customer Satisfaction, Mystery Shopping, Net Promoter Score and Focus Groups

·        Adept at data visualization, preparation of reports, dashboards and journey maps

·        Close coordination and collaboration with departments to manage action plans/projects to enhance customer experience


Overview

  • Location: Islamabad
  • Job Title: Executive Customer Experience Management
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