SkyElectric Pvt Ltd Jobs Customer Insight Executive
SkyElectric Pvt Ltd Jobs Customer Insight Executive:
Position Title: Customer Insight Executive
Department: Customer Relations
Company: Sky Electric Pvt. Ltd
Location: Islamabad, Lahore & Karachi
Duties and Responsibilities
▪ Receive and evaluate customer feedback as well as monitor all processes that come into direct contact with the customer
▪ Responsible to analyze customer metrics i.e., NPS
▪ Mapping customer journey and to identify gaps in customer experience across all touch points. (For all kinds of customer interaction)
▪ Performing in-depth RCA to understand and evaluate the issue for resolution
▪ Regular coordination and communication with internal stakeholders and other customer facing teams to bridge communication gaps leading to decreased resolution time
▪ Liaise with the internal teams to ensure that the gaps in the customer experience, irrespective of where they occur in the journey, are plugged.
▪ Devising the right strategy and executing it with the help of Senior Management (depending on the fix required for process improvement systemic fix, behavioral fix, policy fix etc.) and
▪ Validating closed sales, identifying non-compliant sales, and raising red flags where correction is needed to ensure that the customer has seamless customer experience as well as to improve brand image of the organization
▪ Welcome new customers on board and to walk them through the entire customer journey process
▪ Handling day to day customer complaints and queries via phone calls, WhatsApp messages, and customer walk ins.
Qualification:
- Bachelors Degree in either Business Administration or Public Relations
- Excellent Communication Skills (Both written & verbal)
- Good MS office skills
- At least 1 year of experience in Analytical Role & Customer Relationship
Please share your resumes at [email protected]