Customer Experience Specialist

Vodafone

10382

Doha, Qatar

Apply Before – 12/11/2024

Qualification & Experience:

Must have technical / professional qualifications:

• Bachelor’s Degree in Business or relevant
• Minimum 7+ years of experience of working in a telecom operator.
• Excellent organizational and leadership skills with a problem-solving ability
• Experience in Quality Management Systems principles
• Stakeholder relationship / work cross Functionally
• Analytica and reporting skills
• Bachelor’s degree or equivalent; Higher degree in a relevant discipline will be appreciated

Roles and Responsibilities:

• Owns the management of Customer Experience platform and relationship with vendor.
• Ensure monitoring of the platform performance.
• Collaborate with internal and external stakeholders in case of incidents.
• Ensure monitoring on the tickets and change requests with internal and external stakeholders.
• Manage creation, addition, change and deletion of users.
• Manage channel survey flows.
• Create needed documentation across channels and touchpoints.
• Owns daily, weekly and monthly reporting and insights.
• Monitor detractor analysis and perform calibrations across channels.
• Ensure SLAs are met.