Customer Care Job in Kenya

Customer Experience Analyst 

Job Description

To analyze customers’
feedback, determine their satisfaction and interpret the results to the
management. Leverage data to develop solutions that enable the achievement of a
strong Customer Value Proposition (CVP).

Monitor Customer Experience performance to
enable consistent superior delivery. Lag indicators of this are such as growth
in retained customer numbers, persistency, Customer Satisfaction Index, NPS
& TCF Index

Customer Data Analytics & Reporting

• Applying
  a mix of qualitative and quantitative analysis techniques you will produce
  insights that help businesses improve the customer experience through the
  call centre and ultimately increase conversion.


• Provides
  analytical support for multiple, complex cross-functional projects
  simultaneously, establishes work plans and timelines; coordinates with
  internal and external resources.


• Oversees
  the execution of analytic projects – from data extraction and collection,
  to data compilation, cleansing and analysis.


• May
  support non-Speech-Analytics reporting & query-building, as needed.

Operational Delivery

• Supports
  in the improvement of processes, systems or products to enhance
  performance of the job area.


• Provide
  recommendations on proper survey design and research methodology across
  multiple channels (e.g., email-to-web).

Cross-Functional Stakeholder

• Partner
  cross-functionally to advise and support key business stakeholders with
  ongoing ad hoc research and reporting needs.


• Translate
  moderate to complex customer data into actionable insights and deliver to
  stakeholders to enable achievement of customer experience goals.


• Partner
  with the business, identify needs, create mockup, review with the head of
  Customer Experience and present to the business as needed.

Line of Business Customer Experience

• Responsible
  for being a data driven customer advocate who knows how to both understand
  the customer and create the solutions they want.


• Build
  and manage a best-in-class Insights practice that promotes the needs of
  customers and, by extension, support the needs of business. Builds and
  continuously improves processes to gather customer insights in order to
  identify growth opportunities and optimize efficiencies.


• Leverage
  primary and secondary research, analytics and market insights to
  understand what matters to customers and bring these insights into various
  teams within UAPOM Group to create customer-obsessed experiences.

Skills

Analytical Thinking,
Customer Needs, Quantitative Analysis, Researching, Solutions Development,
Statistical Analysis Techniques

How to Apply

Apply
for the job here

https://jobcenterkenya.com/customer-care-job-in-kenya-42/