JOB PURPOSE:
- As a CX & Insights Associate within our Customer Management Department, you will be a driving force behind elevating the quality of our services, optimizing operations, and ensuring an exceptional customer experience. Your role will encompass a broad spectrum of responsibilities, including process analysis, quality assurance, gathering and integrating customer insights, facilitating system improvements, and developing measurement metrics for holistic insights integration
ROLES AND RESPONSIBILITIES:
- Analyse customer feedback and complaints to identify trends and areas for attention
- Translate insights into actionable recommendations to enhance services and customer experience
- Develop reporting mechanisms and dashboards for unified customer satisfaction metrics
- Create a structured metric framework to consolidate and measure the impact of insights from all sources
- Mapping out the customer journey to identify and streamline key interactions and transitions between service touchpoints
- Utilizing journey mapping to inform service design with the aim of enhancing user experience at each stage
- Identifying key moments of truth where customer satisfaction is most impacted and prioritizing these areas for service improvement initiatives
- Build and maintain a centralized knowledge management system
- Engage team members to ensure 100% adoption and utilisation of the knowledge base to improve efficiency and problem-solving
- Integrate all insights into the knowledge base for measurement, action and communication
- Collaborate with L&D and HR to provide and support with customer-centric TNA analysis and training materials
- Assess training effectiveness through compliance checks and adjust for continuous improvement
- Conduct analyses to improve customer management processes
- Identify and implement system enhancements for efficiency and accuracy
- Partner with IT for user-friendly system improvements
- Design and lead process improvement initiatives for better operational efficiency
- Work with digital teams to integrate digital solutions into customer management
- Manage process changes and projects smoothly to encourage adoption and adaptability
- Set and maintain quality standards and metrics for customer service
- Perform mystery shopping audits to ensure quality adherence
Related Years Of Experience
- Min of 6+ years of related experience in Customer service, Contact Center, Process Improvement and or Real Estate
Field Of Experience
- Real-estate, Process Improvement, Quality Assurance, Customer Experience and or Customer Service
Technical And Interpersonal Skills
- Data Analysis and Reporting System Knowledge with IT Collaboration
- Process Improvement and Quality Assurance Interpersonal Skills:
- Communication Collaboration and Teamwork:
QUALIFICATION
- Bachelors Degree in Business Administration or related field
