- Customer Feedback Collection:
• Channels Management: Oversee and manage all customer feedback channels, including surveys, social media, call centers, and online reviews.
• Data Gathering: Ensure comprehensive and systematic collection of customer feedback and pain points across all touchpoints. - Analysis and Reporting:
• Data Analysis: Analyze customer feedback to identify common pain points, trends, and areas of concern.
• Insight Generation: Extract actionable insights from feedback data to inform decision-making and strategy.
• Reporting: Prepare and present regular reports to management on customer pain points, trends, and recommended actions. - Cross-Functional Collaboration:
• Stakeholder Engagement: Work closely with product development, customer service, and other relevant departments to communicate findings and collaborate on solutions.
• Solution Development: Facilitate the development and implementation of solutions to address identified pain points in collaboration with cross-functional teams. - Customer Experience Improvement:
• Action Plans: Develop and implement action plans to address pain points and improve overall customer experience.
• Monitoring: Track the effectiveness of implemented solutions and make adjustments as necessary based on ongoing feedback and performance metrics. - Process Improvement:
• Best Practices: Identify and promote best practices for collecting and using customer feedback.
• Training: Train staff on effective methods for gathering and handling customer feedback and addressing pain points.
• 3:5 years of experience: Proven experience in customer experience management, data analysis, or a related role.• V.Good in English.• Strong analytical and problem-solving abilities.• Excellent communication and interpersonal skills.• Proficiency in data analysis tools and customer feedback management systems.• Ability to work collaboratively in a cross-functional environment.