Client Experience Enhancer

2 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

Job Summary

This role plays a pivotal part in enhancing service standards by conducting mystery shopping, implementing Conduct Assessment Frameworks (CAF), creating dashboards for service campaigns, and managing the operational aspects of the Customer Experience (CX) Academy. Key responsibilities include coordinating with Property and Learning teams, arranging props, running feedback surveys and assessments, and conducting branch visits.

  • Key Responsibilities:
  • Implementing the Client Experience dashboard, service KPIs, and turnaround times to ensure seamless operations.
  • Creating dashboards for service campaigns to drive engagement and participation.
  • Managing the Customer Experience (CX) Academy operationally, liaising with Property and Learning Teams, trainees, arranging props, and conducting feedback surveys and assessments.
  • Liaising with Frontline & Strategic Business Implementation Management (SBIM) to address queries related to performance numbers and tagging issues.
  • Conducting interviews of internal staff for weekly client experience stories and updating on Bridge.
  • Running quarterly Service Excellence Awards and consolidating KPIs and scores to track progress.
  • Drafting minutes of meetings for all forums to ensure transparency and accountability.
  • Following up with stakeholders on action items from various forums to ensure timely completion.

Required Skills and Qualifications

The ideal candidate should possess excellent verbal and written communication skills, problem-solving abilities, presentation skills, critical thinking, and minimum Bachelor's degree with preferably 2+ years of experience.

What We Offer

We provide a competitive salary and benefits package that supports your wellbeing, including retirement savings, medical, and life insurance, flexible working options around home and office locations, wellbeing support, opportunities for reskilling and upskilling, and an inclusive, values-driven organization that celebrates diversity and supports your growth.

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