Customer Experience Lead العربية

Customer Experience Lead

Trevi

Posted on : 01-09-2024

Employer Active

1 Vacancy

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Job Location

Cairo - Egypt

Monthly Salary

Not Disclosed

Salary Not Disclosed

Vacancy

1 Vacancy

Posted on : 01-09-2024

Job Description

Develop and implement a customer experience strategy in alignment with Trevi s goals and objectives.

Oversee the entire customer journey identifying pain points and areas for continuous improvement.

Collaborate with crossfunctional teams including Product Marketing Technology and Customer Support to ensure a consistent customer experience.

Utilize Zendesk to manage and optimize customer support operations ensuring effective handling of customer inquiries and issues.

Analyze customer feedback surveys and data to derive insights into customer behavior and preferences.

Lead initiatives aimed at improving customer satisfaction loyalty and retention.

Manage mentor and develop the customer support team to deliver exceptional service utilizing Zendesk tools and features.

Develop and monitor key performance indicators (KPIs) related to customer experience such as Net Promoter Score (NPS) Customer Satisfaction (CSAT) and Customer Effort Score (CES).

Requirements

Bachelor s degree in Business Marketing or a related field.

Minimum of 5 years of experience in customer experience management or a related role preferably within the fintech or financial services sector.

Strong understanding of customer experience principles journey mapping and behavior analysis.

Proven success in implementing customer experience strategies and improving customer satisfaction metrics.

Proficiency in using Zendesk and managing customer support operations via the platform.

Excellent leadership and team management skills.

Strong analytical and problemsolving abilities with a datadriven approach to decisionmaking.

Exceptional communication and interpersonal skills with the ability to collaborate effectively across teams.

Ability to thrive in a fastpaced dynamic environment.

Benefits

Competitive salary and benefits package.

Private medical insurance.

Up to 2 months yearly bonus based on achieved KPIs.

Opportunity to work in a fastpaced highgrowth company.

Hybrid working model.

Dynamic and inclusive culture.

Professional growth opportunities in a leading tech company.

Flexible Working Hours.

Employment Type

Full Time

Company Industry

Key Skills

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About Company

Trevi

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Customer Experience Lead

Trevi

Job Description

Requirements

Benefits

Employment Type

Company Industry

Key Skills

About Company

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