Service Excellence Analyst

Service Excellence Analyst (328310)

	Not specified
	Financial Services
	Mohandseen, Giza, Egypt Sheikh Zayed City, Giza, Egypt

Assist in the development and implementation of customer experience strategies in addition to mapping the customer journey.
Collect, monitor, and analyze customer feedback to identify areas for improvement.
Implementing improvements based on insights and ensuring consistent and delightful experiences across all channels.
Collaborate with cross-functional teams to enhance customer journey.
Design and conduct customer satisfaction surveys; analyze results to identify trends and areas for improvement.
Provide insights and recommendations to improve customer satisfaction and loyalty.
Track and report on key performance indicators related to customer satisfaction.
Support the complaint management process, ensuring timely and effective resolution of customer issues.
Assist in the development and implementation of policies and procedures for handling customer complaints.
Analyze complaint data to identify root causes and provide recommendations for preventative measures.
Plan, conduct, and analyze mystery shopping programs to assess the quality of customer service.
Compile and present mystery shopping findings to relevant teams for improvement.
Assist in the development of training programs and other initiatives based on mystery shopping results to enhance customer experience and employee performance.

Bachelor’s degree in business administration, Marketing, or a related field from a reputable university.
Minimum 4-5 years of experience in customer service, customer experience, or related roles.
Excellent command of English.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work collaboratively with cross-functional teams.
Experience in designing and conducting customer satisfaction surveys and mystery shopping programs.
Proficiency in using customer management-related software and tools.
Knowledge of industry standards and regulations.
Strategic thinking and problem-solving abilities.
Attention to detail and accuracy.
Ability to work under pressure and meet deadlines.
Strong organizational and time management skills.
Ability to build and maintain relationships with key stakeholders.
Experience working in a fast-paced environment.