Consultant, Customer Experience

Requirements

• Minimum of 5years experience in customer experience/customer facing related roles.
• Behavioural Competencies:
• Interacting with People
• Interpreting Data
• Managing Tasks
• Meeting Timescales
• Upholding Standards
• Technical Competencies:
• Creative Mindset
• Excellent interactive and assertive skill
• Attention to detail.
• Good innovative skills
• Good Excel and Power Point skills

Additional Information

Responsible for defining, understanding and adherence to our service standards across the network by making sure that our service touch points are adequately equipped to deliver service optimally. Responsible for defining recovery strategies due to service failures as well as service monitoring at different customer touch points. Responsible for coordinating service measurement interventions (ISS, Mystery shopping Voice of customer survey etc). Track and report trend of exceptions and exceptional service identified in the network. Coordinate stakeholder engagement for the team ( Post mystery shopping engagement, post ISS etc.) Track and report trend of exceptions and exceptional service identified in the network. BSc in any related field. Professional Certification can be an added advantage.

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Company Intel

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