Customer Experience NPA Analyst
Bucharest HO, Bucharest
1 zi în urmă

Main responsibilities :

  • Conduct Voice of the Customer (VOC) analyses daily, leveraging analytical and data visualization tools to uncover and communicate opportunities to improve the customer experience. Keep track of them.
  • Organize and conduct internal trainings link to our internal feedback tool
  • Monitor 1st and 2nd Call performance daily, give feedback to responsible parties.
  • Organize, keep and distribute internal VOC meeting notes, follow up on actions
  • Follow up on positive customer feedback appreciation on frontline team level and gather best developed practices to delight customers.
  • Share both across the organization leveraging internal communications.

  • Coach teams to standardize best developed practices
  • Responsible for the regional calls & communications
  • Support any idea / activity link to Continuous Improvement department
  • Requirements :

  • Minimum 2-3 year experience
  • Intense customer focus & ability to drive customer-centric behavior
  • Very good coaching, excellent communication skills (spoken & written) and strong presentation skills
  • Very organized and positive minded
  • Goal attitude Do it, try it, fix it mentality. Effective under pressure
  • Willingness and ability to take initiatives
  • Solid business acumen
  • Analytical skills
  • Fluent in English & Romanian (spoken & written)
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