Sr VoC Specialist

Midea Group - Egypt - Cairo
  1.   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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
Post date: Today
Publisher: Wuzzuf .com
Post date: Today
Publisher: Wuzzuf .com