Qualifications
- First Degree in any discipline from a reputable institution
- Minimum of two years of experience as a Customer Experience Analyst in a corporate environment
- Experience working in a real estate environment
- Excellent knowledge of data analytics tools such as Tableau, Microsoft PowerBI, Advanced Excel, etc.
- Possess the art of translating KPIs into impactful reports, dashboards, and infographics that not only inform but captivate
- Ideal candidate must possess an Analytical Mindset:
- Knowledge of CRM tools is required
Additional Information:
- Ability to work independently and in a team-oriented environment
- Can work independently, especially in handling business challenges.
- Outstanding organizational and time-management skills
- Strong organizational and time-management skills
- Strong problem-solving skills and ability to identify areas of improvement
Data Analysis:
- Analyze customer data to identify trends, patterns, and areas for improvement in the customer experience.
- Utilize data analytics tools to extract meaningful insights for set data
Feedback Collection and Analysis:
- Collect and analyze customer feedback from a variety of sources, including surveys, social media, and customer support interactions
- Analyze feedback to understand customer sentiments, preferences, and pain points.
Customer Journey Mapping:
- Create and maintain visual representations of the customer journey, including touchpoints and interactions.
- Identify opportunities for improvement in the customer journey.
Root Cause Analysis:
- Investigate and identify the root causes of customer issues or dissatisfaction.
- Collaborate with relevant teams to address and resolve underlying problems.
Performance Metrics:
- Establish and monitor key performance indicators (KPIs) related to customer experience.
- Track and report on metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates.
Cross-Functional Collaboration:
- Act as the first point of contact for all internal and external customer queries and complaints received via channels such as email, social media, chat, phone calls, etc.
- Collaborate with departments such as marketing, sales, product development, and customer support to ensure a cohesive customer experience.
- Communicate customer insights and advocate for customer-centric practices.
