Job Description
To review, analyse, and present insights derived from NPS results that impact customer and digital operations. This role is critical in understanding and translating customers’ feedback regarding their experience about our products, service, processes, and interactions with our channels. This role also ensures that open issues identified upon receiving customer’s feedback are fully resolved. This role requires an understanding of the existing processes, products, policies and internal system capabilities in order to derive root cause for customers’ feedback.
Responsibilities
- Responsible for reviewing, analysing and presenting detailed NPS findings for both Consumer and Enterprise on a regular basis to relevant stakeholders within the Function and for other commercial stakeholders within the business in a clear and timely manner.
- Responsible for creating, driving and aligning action points with the relevant stakeholders identified based on the NPS reports, as well as measuring outcome of those action points.
- Responsible for organizing regular and ad-hoc governance sessions to monitor progress on the agreed actions and/or highlight findings, escalate or seek senior management support in providing solutions or decisions to address NPS insights.
- Responsible for coordinating and reviewing close the loop contacts with customers in a timely and accurate manner ensuring that upon successful contact customers, their issues are resolved and the gap in customer’s perception is closed.
- Responsible for call listening, analysing customers’ account for determining gaps and for identifying solutions or functions to provide solutions.
- Review and monitor customer and touchpoint experience, net promoter score and drive initiatives that address the insights derived regarding customer experience in digital and customer facing channels.
- Review, improve and create policies, processes, and procedures relevant to customer operations, considering trending benchmarks in telecom industry and technology advancements.
- Drive and own internal process/system improvement initiatives and experience through project implementation
- Monitors the readiness of launch for projects & products and communicates status to all the stakeholders within his function.
- Resolves escalation and issues arising in commercial launch.
- Identifies potential risks and engages relevant stakeholders within the Commercial and Technology areas to build mitigation plans.
Qualifications
- Bachelor’s Degree in Business, Marketing, Computer Science and/or equivalent experience
- Knowledge of communication tools (Microsoft office, etc )
- At least 3-5 years’ telecom experience (Customer service operations, quality assurance, contact center experience is preferable)
- Project management training and experience is preferable e
- Thorough understanding of customer experience, customer service, process building and efficiency, customer expectations.
- Good Critical and Analytical skills
- Good organizational skills
- Excellent communication and presentation skills
- Proficient in verbal and written English and Arabic