الوصف الوظيفي
Digitally focused and providing a truly world class customer experience is a critical part of what Company stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Company and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Company App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of Company to help us become a truly admired company.
With us you will:
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.
المهارات
Apply if you have:
Bachelor’s Degree in Business, Marketing, Computer Science or equivalent.
More than 3 years’ experience in service or telecommunication industry
Project management training and experience is preferable
Communication skills & people management skills required.
Proficient in Microsoft Office.
Proficient in verbal and written English and Arabic
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة الاتصالات والشبكات
طبيعة عمل الشركة غير محدد
الدور الوظيفي --
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني مبتدئ الخبرة
عدد سنوات الخبرة الحد الأدنى: 3
الجنسية x3
الشهادة دبلوم
https://www.bayt.com/ar/qatar/jobs/process-specialist-4652170/
Printable Page 
Report Advertisement