Customer Experience- Researcher (Group Customer Service)
M.H.Alshaya Co.W.L.L
Total des années d'expérience :12 years, 4 Mois
To provide support to Customer Experience team by undertaking and performing assigned activities within
the Customer Experience unit to achieve unit objectives in a timely and efficient manner. Main tasks
include assisting in gathering and handling customer data from the various channels such as the Voice of
Customer, corporate website, e-commerce sites and social media in addition to market research studies in
order to analyze and improve the end-to-end Customer Experience.
Job & Duties
- Assist in all activities related to Voice of Customer:
o Designing and reviewing VOC surveys annually.
o Tracking VOC submissions on a weekly basis.
o Creating an accurate email communication list.
o Translating the files for all divisions.
- Assist in all activities related to ad-hoc Research Studies requested by brands to
conduct qualitative or quantitative surveys:
o Generating numbers for service score report for all divisions (scores
by factor).
o Coding of VOC Customer Feedback.
o Designing surveys to answer brief objectives
o Doing field interviews and focus groups with customers
o Analyzing and interpreting data to better understand customers
o Drafting reports of findings and illustrating data graphically.
- Help in providing competitive analysis on Alshaya benchmarking with Market
offerings; identify market trends, sales and methods of operation.
- Help in attending to Support Functions requests to execute as per request’s objective.
- Building and Developing good PR relations with the local media in Kuwait
- Coordinating with the events and having a good coverage on it
- Creating and maintaining an organization's favorable public image and protect its reputation.
- Working with staff in various departments such as communications, marketing and development.
- Strong communication and interpersonal skills, organized, deadline-oriented, creative and the ability to work as a team.
- Monitoring media channels for PR and building the PR reports for each client
- Doing online monitoring for all the clients that we have
- Coordinating with concerned teams to help get the work done properly
the work was a part time during my university courses, I was working as a note taker: Helping disabled students and teach them the subjects that I took before
January 2013- present Bushahri Group- Rauch
Marketing
- Coordinating with operations and sales team on the planned activities.
- Executing specific activities from the marketing plan and coordinating with the operations team.
- Coordinating new product launch and special events
- Organizing and handling the PR
- Communicating with target audiences and managing customer
relationships.
Arranging for the team of promoter Handling all the errors that might be caused by the team.Following up to make sure that the work has been done in a correct way.
Bachelor of Media: Radio and TV/ Public Relation and Advertising, Mass Communication department Gulf University for Science and Technology, Kuwait (2013/2014)