استخدام Customer Value Manager

آرنگ | Arang
تهران، تهران

Profile:

Bachelor’s degree from reputable universities (engineering, business administration, economy etc.). Masters degree is a plus,
Minimum 7 years of experience in service sectors e.g. e-commerce, banking and telecom. E-commerce experience is a plus,
Experienced in customer experience, process development, information technology, digital channels and project management,
Customer-driven and analytical mindset with a desire and ability to identify and resolve customer problems,
Exceptional communication, persuasion and team working skills,
Able to work within a dynamic and fast-paced environment,
Excellent verbal, written and presentation skills in English,
Team management and coaching experience,
Completed military service for male candidates.

Job Description:

Draw experience maps for the main customer experience processes and determine the communication to be made with the customer at each step,
Identify and analyze pain points, design root causes and design preventive activities in customer processes,
Follow customer experience best practices, develop projects that will improve the end to end customer journey and follow up the actions to be taken by other teams,
Prepare voice of customer and NPS analyses periodically and, share with other parties, act as an advocate for the customer by placing them at the forefront of all problem solving and decision-making processes,
Interpret and synthesize customer feedback from various sources (customer surveys, operational data, contact center data, social media and customer research)
Regular measurement of customer experience KPI's and making necessary arrangements by detecting improvement areas,
Create and update guidelines/procedures for Customer Experience Department,
Also responsible for quality KPI’s of Call Center agents and lead quality control and training teams.

تمام وقت

پشتیبانی و امور مشتریان

۱۳۹۸/۰۷/۲۱ (منقضی‌شده)

مشاغل مشابه