Customer Experience Performance Officer
flydubai
Total years of experience :12 years, 6 Months
- Perform quality monitoring activities across different touch points where customer engagement is required
- Identify gaps between customer and stakeholder shortfalls and make recommendations on delivery improvements, providing supportive reports and examples
- Work with touch points to identify the breakdown in processes and where these are lacking, create a timeline to implement new processes with the touch point
- Work collaboratively with CRM Specialist to ensure all processes related to CRM (Salesforce) are performed to ensure all customer data is correctly recorded
- Perform spot check task based monitoring activities performed by the supervisors and across multiple touch points to ensure compliance and report all findings
- Create a register of areas by touch points for areas of improvement with root cause analysis and include training needs, where suitable
- Drive consistently high performance across touch points with Customer Satisfaction metrics which directly / indirectly impact service delivery to all touch point managers
- Conduct regular feedback sessions to help agents understand their key areas of improvement
- Hold agent feedback sessions with supervisors /managers to ensure compliance with the required quality standards with a focus on CRM usage
- Performing transactional quality monitoring activities on agreed samples and reporting out results. - Identify the gap between ‘As Is’ and ‘Desired’ in process/s. Accurately identify areas of strong or weak customer service delivery - Strengthen quality management processes/framework to improve quality delivery - Spot Check the Transactional Monitoring performed by the operations supervisors and report out clearly the performance of all such activities to internal stakeholders - Highlighting areas of improvement to Operations along with root cause analysis as applicable, which could also include training needs identified - Take responsibility to drive consistently high performance in Customer Satisfaction and all metrics which directly / indirectly impacts CSAT through actionable suggestions to all managers - Suggest Improvement plans for team / analysts and track and report out implementation by the Operations Team - Provide timely feedback to line manager on customer trends, issues and needs - Conducting call/email calibration sessions to help agents understand their key areas of improvement in terms of call/email handling. - Hold agent feedback sessions with supervisors / Managers to ensure agents are complying with the required quality standards
interacts with a company’s customers by emails, calls or personally to provide them with information to address inquiries regarding products and services. In addition, deal with and help resolve any customer complaints.
Currently, monitor emails exchanged between the team and customers and conduct quality feedback sessions to improve the agents' performance.