What are the responsibilities and job description for the Customer Experience Specialist position at ZIM?
Main Purpose of the Role:
Customer Experience specialist should monitor ZIM Customer Experience E2E within the relevant service interfaces, to ensure optimized interaction between ZIM and its customers. On top of the above, implementing cross-company activities, programs, and trainings to improve Customer Experience.
The Customer Experience specialist, who is monitoring ZIM Customer Experience, should Identify bottlenecks, non-optimal processes and interfaces and training needs.
Main Tasks:
Monitor and control the activities of customer service representatives and service KPI’s (in company, country and teams’ level) to ensure compliance with the standards defined.
Monitor the “service chain” and analyze service failures.
Manage and control the implementation of the measurement process.
Conduct different research (email review, call review, CS surveys including online surveys, customer interviews etc.) to identify company strengths and weakness points in the different interfaces with customers
Work in cooperation with the countries and with organization’s functions (marketing, sales and operational) to analyze customer feedback and develop programs effective for improved customer experience:
a. Identify bottlenecks and non-optimal processes and promote process improvements. It should be analyzed in company and country level.
b. Identify challenging interfaces which affects Customers Experience
c. Recognize Knowledge Gaps and training needs.
d. Identify Touch Points of customer dissatisfaction and implement & promote process of changing the customer perception.
e. Provide Training to the Customer Service Teams
f. Assist with Executive Escalations to identify root cause.
g. Other duties as assigned.
Requirements:
Education: Required a first degree in Statistics/ Industry and Management or in a related discipline.
Prior experience: More than 5 years in the field of customer service
Experience working in service analysis
Experience working in a global company- Advantage
Function:
Countries & Business Development
Publish in Internal Career Page:
No
