Assistant Manager Customer Experience Analyst – Zong 4G– Islamabad – Pakistan
Zong 4G invites applications for Assistant Manager Customer Experience Analyst in Islamabad, Pakistan
Faculty Title:
Assistant Manager Customer Experience Analyst
Job Purpose:
To have a focused approach towards improving Customer Experience across the organization in the domain of Network, Product & Services
Job Responsibilities:
Resource would be responsible for taking care OR supporting the team in the following key areas as per the task assignment:
- Service Management – How to increase customer satisfaction across customer touch point
- Service Indicators management at different levels
- The ability to analyze customer concerns, usage behavior, and complaints, and understand the root cause of complaints to identify solutions that improve customer experience
- Develop an improvement plan for customer service enhancement at Physical & Digital touchpoints
- Development and management of complaints management indicators and target management for respective departments
- Granular analysis of customer usage and dormancy patterns across multiple dimensions to investigate reasons for dissatisfaction
- Understanding of customer research methodologies and research design
- Ability to conduct internal/external customer surveys to gauge touchpoint experience
- Ability to assist the team in complex and multilayered research projects related to Customer Satisfaction, Mystery Shopping, Net Promoter Score, and Focus Groups
- Adept at data visualization, preparation of reports, dashboards, and journey maps
- Close coordination and collaboration with departments to manage action plans/projects to enhance customer experience
Eligibility Criteria (Education, Knowledge, Experience and Skills):
Education:
- Minimum Bachelors Degree in Business/Marketing/Similar fields
- A Master’s Degree is preferred
Work Experience:
- At least 5 Years of experience in the similar job role
- Understanding of Customer behavior, Customer Satisfaction, Complaint Management, Customer Journey Mapping, Customer Life Cycle Management, Business Analytics
Skills – Generic:
- Analyze complex situations with a solution-oriented mindset
- Ability to work with deadlines, targets, and prioritize tasks under pressure
- Good analytical and statistical skills
- Team player who is flexible and adaptable, comfortable with multitasking
Skills – Job Specific:
- SQL/Power BI
- Advance Excel Proficiency in MS Office Tools
- Understanding of Data Science & Familiarity with research methodologies and design
- Understanding of Customer Complaints
- Understanding of Telecom systems
Last Date:
March 08, 2024
