
Strategic Customer Experience Improvement Specialist
3 days ago
The incumbent will be responsible for enhancing the overall customer experience of the assigned customer segment.
- Identify and address customer pain areas across the customer journey.
- Prioritize and resolve customer issues by streamlining processes, reevaluating policies and practices.
- Collaborate with cross-functional teams to drive improvements identified through root cause analysis.
- Analyze complaints and implement actions to reduce complaints and improve turnaround time.
- Develop strategic initiatives centered around customer satisfaction, NPS, and turnaround time to derive insights and enhance customer experience.
Key skills include:
- Customer orientation - Essential
- Problem-solving and analytical skills - Essential
- Project management skills - Essential
- Result-oriented mindset - Essential
- Understanding of business concepts - Desirable
- Aptitude for technology - Desirable
- Effective written and verbal communication skills
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