Service Excellence Analyst
4 weeks ago
Assist in the development and implementation of customer experience strategies in addition to mapping the customer journey.
- Collect, monitor, and analyze customer feedback to identify areas for improvement.
- Implementing improvements based on insights and ensuring consistent and delightful experiences across all channels.
- Collaborate with cross-functional teams to enhance customer journey.
- Design and conduct customer satisfaction surveys; analyze results to identify trends and areas for improvement.
- Provide insights and recommendations to improve customer satisfaction and loyalty.
- Track and report on key performance indicators related to customer satisfaction.
- Support the complaint management process, ensuring timely and effective resolution of customer issues.
- Assist in the development and implementation of policies and procedures for handling customer complaints.
- Analyze complaint data to identify root causes and provide recommendations for preventative measures.
- Plan, conduct, and analyze mystery shopping programs to assess the quality of customer service.
- Compile and present mystery shopping findings to relevant teams for improvement.
- Assist in the development of training programs and other initiatives based on mystery shopping results to enhance customer experience and employee performance.
**Requirements**:
- Bachelor’s degree in business administration, Marketing, or a related field from a reputable university.
- Minimum 4-5 years of experience in customer service, customer experience, or related roles.
- Excellent command of English.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively with cross-functional teams.
- Experience in designing and conducting customer satisfaction surveys and mystery shopping programs.
- Proficiency in using customer management-related software and tools.
- Knowledge of industry standards and regulations.
- Strategic thinking and problem-solving abilities.
- Attention to detail and accuracy.
- Ability to work under pressure and meet deadlines.
- Strong organizational and time management skills.
- Ability to build and maintain relationships with key stakeholders.
- Experience working in a fast-paced environment.
Pay: E£20,000.00 - E£30,000.00 per month
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