Head Of Customer experience
jumia
Total years of experience :11 years, 5 months
Develop or participate in the development of the customer relationship strategy and determine annual action plans and department objectives
Develop or improve customer service quality procedures and monitor their application
Design service performance indicators, analyze results and implement adjustments
Provide information on activity monitoring media, carry out the annual activity report and suggest areas for development
Coordinate the activity of a team
Collect customer comments and transmit them to production, marketing, research, development, etc.
Propose solutions in response to customer complaints or forward the case to the litigation, logistics department, etc.
Carry out human resources management actions (recruitment, training, etc.)
relational quality with the various actors,
rigor and method in the work,
excellent analytical and synthesis skills,
very good writing skills,
perfect knowledge of production processes,
mastery of statistical analysis tools as well as
know the principles of certification,
be able to ensure transversal management.
I developed the essential skills to practice brilliantly. Indeed, I make it a point of honor to collect the needs and expectations of customers in order to best meet them. Organized, autonomous, able to cope with stress, with excellent listening skills, I will be able to develop and present my proposals to customers, as well as support and manage teams of guides during events.
Dynamic, rigorous, hardworking, professional and very invested, I am convinced that, in view of my experience in an event agency and my great reactivity in the face of possible emergencies,
master en management spécialisé option commerce international, mention: bien moyenne:14,50