Customer Service Officer – Group Customer Service – UAE

Job Title: Customer Experience Officer/ Specialist

Our CX officer will be responsible of reshaping the customer experience to make it simple and frictionless for customers to do business with us. Successful team members must have an expert understanding of touchpoints across the entire customer relationship journey with the company, and be able to empathize with customers’ point of view.

The role requires creative thinking and a real talent for communications, along with the ability to analyze quantitative results and demonstrate measurable impact to business. Tasks will involve suggesting ideas based on customer feedback, working with managers and other teams to shape those ideas, then executing.

Key Responsibilities:

• Identifying Gaps in Customer Journeys and devise ways to assess the experience.
• Raise red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company.
• Provide quantitative analytics and qualitative feedback to help determine priorities for improvement
• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
• Where required, identify ideal customer profiles and map customer journeys to identify the gaps in customer experience across all touchpoints,

Requirements:

• Minimum 3 years CX or relevant experience in a B2C business or agency, including direct interaction with customers.
• Experience mapping and designing customer journeys based on customer feedback and insight.
• Experience crafting and setting up objective customer surveys (familiarity with NPS and Survey Monkey a plus) to extract customer feedback and insights.
• Good analytical skills – able to run customer segmentation exercises and analyse survey results to recommend actionable steps for business to take to improve NPS and CX.
• Proven ability to listen and talk to internal customers without leading/biasing the conversation.
• Fast learner and smart worker who can get up to speed quickly and adapt to a fast-paced environment.
• Bachelor’s Degree or higher qualification in a relevant discipline.
• Excellent written and verbal communication skills, with strong editing skills.
• Must be confident in dealing with and managing business unit counterparts
• Familiarity with using customer experience systems or platforms to collect and analyze customer feedback and data
• Female Arabic Speaker