Executive Customer Experience Management – Zong 4G– Islamabad – Pakistan
Zong 4G invites applications for Executive Customer Experience Management in Islamabad, Pakistan
Faculty Title:
Executive Customer Experience Management
Job Purpose:
To adopt a targeted strategy aimed at enhancing the overall customer experience organization-wide, particularly within the realms of network, products, and services
Job Responsibilities:
- Analyze customer concerns, behavior, and complaints to understand root causes and propose solutions for enhancing customer experience.
- Develop improvement plans for enhancing customer service at both physical and digital touchpoints.
- Manage complaints indicators against the set targets of departments to improve customer satisfaction.
- Conduct a detailed analysis of customer usage and identify patterns to address dissatisfaction
- Utilize customer research methodologies to conduct internal and external surveys to assess touchpoint experiences.
- Prepare reports, dashboards, and journey maps to visualize data and insights.
- Collaborate closely with departments to implement action plans and projects aimed at enhancing 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 3 Years of experience in the similar job role
Skills – Generic:
- Good analytical and statistical skills
- Ability to work with deadlines, targets, and prioritize tasks under pressure
- Team player who is flexible and adaptable, comfortable with multitasking
Skills – Job Specific:
- Proficiency in MS Office Tools (Specially Excel)
- Understanding of Customer Complaints
- Understanding of processes
Last Date:
March 08, 2024
