آفرینش کتاب الکترونیک فیروزان (فیدیبو) | Fidibo

کامپیوتر، فناوری اطلاعات و اینترنت ۵۱ تا ۲۰۰ نفر fidibo.com

استخدام Customer Experience Expert

این آگهی منقضی شده است

دسته‌بندی شغلی

پشتیبانی و امور مشتریان
موقعیت مکانی

تهران ، تهران
نوع همکاری

تمام وقت
حداقل سابقه کار

کمتر از سه سال
حقوق

توافقی

شرح موقعیت شغلی

JOB PURPOSE:
To assess customer’s journey from pre-purchase to post-purchase with a 360 degree view and ensure a world-class customer experience with establishing channels of customers feedback, monitoring the feedback, understanding customer/business gaps, customers pain points and improvement areas, and with help of business stakeholders, define action plans and assess the results of taken action with setting to the point metrics (input/output KPIs). Ultimate goal of this role is to build brand loyalty and affinity for current customers.

KEY ACCOUNTABILITIES:
- Assessment of current customer experience via mapping customer journey and defining customer related KPIs.
- Analysing reports and other function data and propose and initiate projects based on them.
- Constant monitoring of impact points on business side (focus area might include some business departments, e.g. Logistics, FC, Commercial, Finance, etc. and not all)
- Ability to initiate experience improvement plan in a cross-functional and multi tasked environment.
- Assessing outcome of tasks and projects to make sure high NPS, C.Sat and customer loyalty.
- Understanding main KR/KPIs of the role and constantly improving them.
- Ability to have 360-degree view and to persuade staff from other teams to be customer centric, while them having different, even opposite goals/KPIs.
- Proactive approach in recognizing customer experience gaps and efficient communication to increase sense of urgency among stakeholders.
- Perfect understanding of working with data and preparing data driven analysis for higher levels of decision making.

QUALIFICATIONS, EXPERIENCE & SKILLS:
Minimum academic and professional qualifications:
- Bachelor’s degree or Master’s degree in the areas of: Management, Finance/Economic, Marketing, Computer science, etc. Full understanding of CX KPIs CS overview.
Experience:
- Experience in Business analysis, CS, Marketing or R&D in needed.

Functional Competencies:
Behavioral:
- Conflict resolution
- Negotiation and persuasion of people in higher organizational level and/or with conflict of interest
- Teamwork and builder approach
- Great communication skills
- Commercial awareness
- Time management
Technical:
- Data analysis
- Quality assurance
- 360-degree view
- Creative thinking
- High efficiency working with Excel, PowerPoint, CRM Project Planning and control
- Basic knowledge of Power BI, SQL or Data Sets

معرفی شرکت

فیدیبو، اولین و بزرگ ترین سامانه دانلود قانونی کتاب الکترونیک و صوتی در ایران، با هدف غنا بخشیدن به فرهنگ مطالعه و فراهم آوردن راهی آسان و ارزان برای کتاب خواندن، فعالیت خود را از سال 1391 آغاز کرد. از همان آغازین روزهای فعالیت فیدیبو، دغدغه انتشار غیرقانونی نسخه های دیجیتال کتاب در فضای مجازی مورد توجه قرار گرفت و یکی از مهمترین ماموریت های این مجموعه فراهم آوردن فضایی امن برای فروش و انتشار کتاب های دیجیتال ناشران بوده است و با سرمایه گذاری دیجی کالا بر روی آن از سال ۹۵ به این خانواده اضافه شد.

مهارت‌های مورد نیاز

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