Product Experience and Service Standardization Executive

4 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Product Experience and Service Standardization Executive

We are seeking a highly skilled Product Experience and Service Standardization Executive to join our team. This role will play a critical part in ensuring seamless service delivery and delightful customer experience through assessing, monitoring, and evaluating all products.

  • This includes collaborating with relevant departments to establish service standards for every product/range of products, evaluating product performance from the customer's perspective, and ensuring consistent & exceptional service across all products.

The successful candidate will also be responsible for fostering collaboration between departments and continuously improving CX across all products & touchpoints. A strong understanding of industry best practices for channel management, commercial business, corporate sales, customer servicing model, efficient complaint handling, new service modeling, and performance evaluation model is essential.

This executive will ensure that customer-facing teams adhere to a high level of service excellence and foster collaboration between departments. They will also analyze customer satisfaction trends and CSI/CX performance data to identify pain points and opportunities for improvement.

  • Analyze customer feedback, network performance, and implement effective action plans to enhance customer experience.
  • Evaluate product communication, user-specific documentation, and service documentation for accuracy, clarity, and customer-centric content.
  • Lead process optimization efforts to ensure efficiency and effectiveness.
Key Responsibilities:
  1. Implement frameworks to assess product readiness for after-sales service and define product quality standards.
  2. Collaborate with product departments to integrate customer feedback into product improvement and establish service standards for different products.
  3. Evaluate product communication, user-specific documentation, and service documentation for accuracy, clarity, and customer-centric content.
  4. Analyze customer satisfaction trends and CSI/CX performance data to identify pain points and opportunities for improvement.
  5. Conduct root cause analysis of customer complaints related to products and services to recommend actionable solutions.
  6. Cross-functional collaboration – serve as a liaison between Customer Experience Management and Product Teams to ensure a unified approach towards improving customer satisfaction.

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