Overview
– Monitor customer experience metrics
– Analyze customer experience in all touchpoints (service, transactions, etc.) and discover the areas of improvement
– Share the customer feedback to the respective CX manager and team
– Suggest recommendations in order to improve customer experience and initiate changes
– Plan and monitor the follow-up process to complaints
– Provide weekly and monthly reports in PPT format
– Be in touch with customers through our digital channels conducting quizzes
- Monitor customer experience metrics
- Analyze customer experience in all touchpoints (service, transactions, etc.) and discover the areas of improvement
- Share the customer feedback to the respective CX manager and team
- Suggest recommendations in order to improve customer experience and initiate changes
- Plan and monitor the follow-up process to complaints
- Provide weekly and monthly reports in PPT format
- Be in touch with customers through our digital channels conducting quizzes
- Work experience in the field of Customer Experience
- Work experience in customer feedback analysis
- Able to perform statistical analysis is a plus
- Ability to create presentations in MS PowerPoint
- Able to multitask, prioritize, and manage time efficiently
- Ability to interpret large amounts of data
- Excellent knowledge of MS Office
- Excellent knowledge of the English language
- Strong communication and presentation skills
- The ability to take responsibility and handle pressure
- Good teamwork and communication skills
- Adequate knowledge of data collection methods (polls, focus groups, surveys, etc)
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