Critical Escalation Expert (Customer Experience)
Job Description
Title: Critical Escalation Expert (Customer Experience)
Company Name: ShopUp
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline
∎ Skills Required: BPO, Call Centre Supervision/ Management, Communications Expert, Complaint handling, Customer Service, Data Analysis, QUALITY ASSURANCE
Experience Requirements:
∎ 1 to 5 year(s)
Job Responsibilities:
∎ Upkeep and maintain feedback and claims information to system applications and organize an accurate database.
∎ Analyse cases to identify the root causes of service incidents/failures and suggest solutions to pre-empt recurrence.
∎ Provide suggestions or alternatives for improving customer service quality to meet and exceed customers’ expectations and collate findings from the Post Service Feedback Survey
∎ Primary focus on the effective operation of the Service Recovery System by analysing root causes of service failure instances and applying corrective and preventive measures for future gain to both customers.
∎ Explore business opportunities by educating customers on the importance of shipment, insurance and recommending blanket insurance coverage to customers for peace of mind at reasonable rates
∎ Lead and drive customer satisfaction by providing best-in-class standards with a view towards establishing and maintaining a competitive advantage.
∎ Channel customer’s feedback to management or relevant departments for service
∎ improvement.
∎ Coordinates with other departments to provide complaint data reports as needed.
∎ Participates in inter-departmental cross-functional projects.
∎ NPS loop close. NPS Score Improvement - Score/Area and maintain, (Analysis, Findings to improve, Recommendation)
∎ NPS Score Improvement - Score/Area and maintain, (Analysis, Findings to improve,
∎ Recommendation)
∎ Existing Process Audit, remove redundant steps and simplify the process
∎ Ensure 100% customer experience mapping and documentation for all LOB
Additional Requirements:
∎ Both males and females are allowed to apply
Salary: Negotiable
Compensation & Other Benefits:
∎ Mobile bill
∎ Lunch Facilities: Partially Subsidize
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 14 Aug 2022
Company Information:
∎ 7 Aug 2022
∎ ShopUp
∎ Address : Mohakhali DOHS, Dhaka-1212
∎ Web : https://shopup.com.bd/
∎ Business : ShopUp works with a mission of enabling SMEs in Bangladesh with technology. We help online sellers & neighborhood retailers to build, manage and grow their businesses by providing easy access to B2B sourcing, last-mile logistics, digital credit, and business management solutions.
Category: Customer Support/Call Centre
Source: bdjobs.com
Deadline Expired on 14th Aug 2022
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