Customer Experience Management Specialist

12 hours ago


Islamabad, Islamabad, Pakistan beBee Careers Full time
Job Description

As a Customer Experience Management Specialist, you will play a vital role in driving initiatives that monitor and evaluate customer satisfaction across various channels. The successful candidate will be responsible for overseeing end-to-end customer experience management activities, ensuring seamless and consistent experiences across all touchpoints.

Key Responsibilities

  • Oversee the development and implementation of strategies to enhance Customer Satisfaction and Net Promoter Score (NPS).
  • Conduct regular assessments and evaluations of physical service channels, including Customer Service Centers (CSCs), Franchises, and Retail outlets, to maintain high service standards and brand guidelines.
  • Lead audits and journey mapping for digital platforms, such as My Zong App, Zong's Official Website, and social media touchpoints, to identify areas for improvement and recommend optimizations.
  • Collaborate with cross-functional teams to develop training programs and toolkits for front-line staff and channel partners to promote best practices in customer interaction.
  • Monitor customer interaction trends and benchmark against industry best practices to suggest innovative solutions that elevate the customer journey.
  • Prepare performance reports for senior management, highlighting key findings, trends, and improvement actions.
  • Serve as a liaison between cross-functional teams to ensure customer feedback is embedded into service design and delivery processes.

Requirements

  • Bachelor's degree in Business Administration, Marketing, Research, or a related field; a Master's degree is highly valued.
  • A minimum of 4-5 years of experience in customer care/experience management, channel/market research, or planning.

Skillset

  • Critical thinking and problem-solving skills.
  • Excellent communication and presentation skills.
  • Project management expertise.
  • Able to collaborate and work effectively with cross-functional teams.
  • Influencing and negotiation skills.
  • Proven track record in managing customer satisfaction and research programs.
  • Experience with customer experience tools, research methodologies, and survey platforms.
  • Data analysis skills and proficiency in statistical models.
  • Familiarity with the telecommunications industry is preferred.

Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Marketing
Industries: Telecommunications



  • Islamabad, Islamabad, Pakistan beBee Careers Full time

    The ideal candidate for this role will possess excellent communication and problem-solving skills, with a passion for delivering exceptional customer experiences.As a Customer Experience Specialist, you will be responsible for handling customer inquiries, resolving issues, and escalating concerns to management when necessary.You'll work closely with internal...


  • Islamabad, Islamabad, Pakistan beBee Careers Full time

    As a Customer Experience Specialist, you will play a pivotal role in ensuring seamless communication between drivers and passengers. This involves providing exceptional customer support via phone, email, or chat.Key ResponsibilitiesAssist customers promptly and efficientlyCoordinate ride dispatching to ensure timely pickups and drop-offsMaintain accurate...


  • Islamabad, Islamabad, Pakistan beBee Careers Full time

    We are seeking a Customer Experience Specialist to join our team. As a key member of our operations department, you will be responsible for delivering exceptional customer service to our clients' customers.The ideal candidate will have excellent written and verbal English communication skills, as well as proficiency in MS Office, particularly MS Excel and MS...


  • Islamabad, Islamabad, Pakistan Inkstone Management Full time

    At Inkstone Management, we are seeking a highly skilled Customer Service Liaison to join our team. In this role, you will be responsible for resolving customer complaints via various channels including phone, email, mail, or social media.You will utilize telephones to reach out to customers and verify account information. Your goal will be to greet customers...


  • Islamabad, Islamabad, Pakistan Inkstone Management Full time

    Resolve customer complaints via phone, email, mail, or social media.Use telephones to reach out to customers and verify account information.Greet customers warmly and ascertain the problem or reason for calling.Assist with placement of orders, refunds, or exchanges.Advise on company information.Take payment information and other pertinent information such as...


  • Islamabad, Islamabad, Pakistan R Plus Concept Design Full time

    We are looking for a highly skilled Customer Experience Manager to join our team at R Plus Concept Design. As a Customer Experience Manager, you will be responsible for leading our online customer support team, ensuring efficient and high-quality support, and driving customer satisfaction.Your Key ResponsibilitiesYou will:Oversee daily operations and ensure...


  • Islamabad, Islamabad, Pakistan beBee Careers Full time

    Customer Experience ManagerThis role plays a key part in driving a customer-centric culture by gathering insights, identifying pain points and implementing improvement strategies across all customer touchpoints.Key Responsibilities:Oversee end-to-end customer experience activities to ensure seamless and consistent experiences across all channels.Conduct...


  • Islamabad, Islamabad, Pakistan beBee Careers Full time

    Job DescriptionThis is a full-time on-site role for a Customer Service Representative. The role involves providing customer support, ensuring customer satisfaction, managing customer service, and enhancing the overall customer experience.The position is located in a local office, and you will be working with a team to provide top-notch customer service.


  • Islamabad, Islamabad, Pakistan beBee Careers Full time

    This is a challenging opportunity to work as a Customer Experience Specialist in an inbound support role, providing excellent customer service and ensuring that all customer inquiries are handled efficiently.Job OverviewThe ideal candidate will have fluency in the Urdu language and strong communication skills to manage day-to-day activities focused on...


  • Islamabad, Islamabad, Pakistan Motive Technologies, Inc Full time

    Motive Technologies, Inc is a pioneer in providing cutting-edge solutions for the physical operations sector. Our innovative platform enables safety, operations, and finance teams to manage their drivers, vehicles, equipment, and fleet-related spend in a single system.We serve over 120,000 customers across various industries, including transportation and...