Müşteri Deneyimi Kıdemli Uzmanı İş İlanları
- İş Açıklaması
We are seeking a “Customer Experience Specialist” for our corporate client who is the leader of retail sector.
- Designing customer journey with same level of experience in the all channels like stores, web site, mobile application and kiosk, ensuring continuous improvement,
- Analyzing and defining gaps to reach NPS targets and carrying out improvements to reach delightful customer experience,
- Following up voice of customer from various sources and analyze all to bring actionable insights for touchpoints to improve customer experience,
- Developing content for SMS, e-mail, web site and mobile application information to increase visibility and transparency and to provide customer training,
- Enhancing and improving written channels, designing their customer experiences and following KPIs,
- Tracking and analyzing all aspects of the call center performance, monitor KPIs and report to top management monthly,
- Ensuring timely and effective resolution of customer complaints transferred from the Call Center and delivering relevant information to top management team,
- Supporting call center team by information flow between related departments and generating alarms for taking precautions,
- Evaluation of high priority customer feedback (written and verbal) including legal and escalated cases,
- Running and enhancing customer compensation program,
- Designing and implementing customers satisfaction actions.
- University degree in Engineering, Business Administration or Economics,
- Previous experience in customer service operations or customer experience departments,
- Planning, organizational and decision making ability,
- Strong interpersonal and communication skills,
- Strong analytical and problem solving skills,
- Comfortable with teamwork and collaboration,
- Understanding needs of the market and customers ,
- Fluency in written and spoken English.
Sektör: Mağazacılık / Perakendecilik, E-Ticaret
Pozisyon: Müşteri Deneyimi Kıdemli Uzmanı, Müşteri Deneyimi Uzmanı, Müşteri Deneyimi Yetkilisi