عن الوظيفة
What You’ll Be DoingEnd-to-End NPS Ownership: Manage the NPS ecosystem.
Collect raw survey data,conduct thorough sentiment and statistical analysis, extract meaningful "Voice of theCustomer" insights, and build compelling presentation decks to deliver findings toleadership.CX Initiatives & Projects: Proactively identify friction points in the customer lifecycle,propose data-backed solutions, and spearhead cross-functional projects with otherdepartments to elevate the overall customer experience.Contact Rate Mitigation: Monitor inbound contact rate reasons, analyze the rootcauses behind why customers are reaching out, and collaborate with product oroperational teams to mitigate unnecessary tickets.Systems & Tools Product Owner: Serve as the primary Point of Contact for allCustomer Support software and tools.
Manage integrations, communications, andpropose enhancements to ensure seamless performance.Knowledge Management: Own, structure, and maintain the internal Agent KnowledgeBase.
Ensure all troubleshooting scenarios, policies, and workflows are completelyup-to-date to help agents provide fast, accurate answers.
What You’ll Need (Experience)Years of Experience: 3–5 years of experience within a Customer Experience (CX),Quality Assurance, or Customer Support Operations environment, with a strong focus ondata analysis or project coordination.Technical Mastery: Advanced proficiency in data visualization and reporting tools(Excel, Google Sheets) and presentation software (PowerPoint/Google Slides) to mapout customer journeys.Tool Administration: Prior experience handling or administrating modern ticketing/CRMsystems and knowledge bases (e.g., Freshdesk, Zendesk, Salesforce).
What You’ll Need (Experience)Years of Experience: 3–5 years of experience within a Customer Experience (CX),Quality Assurance, or Customer Support Operations environment, with a strong focus ondata analysis or project coordination.Technical Mastery: Advanced proficiency in data visualization and reporting tools(Excel, Google Sheets) and presentation software (PowerPoint/Google Slides) to mapout customer journeys.Tool Administration: Prior experience handling or administrating modern ticketing/CRMsystems and knowledge bases (e.g., Freshdesk, Zendesk, Salesforce).
