وظائف خدمة عملاء بشركة Nexta

Nexta is hiring:

Customer Experience Manager

The Role
¨ The Customer Experience Manager ensures that all Nexta customers receive the best services from the Nexta organisation, this accountability includes any engagement of the customer into the organisation to maintain customer delight and drive customer retention and attraction.
¨ The Customer Experience Manager will act as the voice of the customer within Nexta, acting as council across the company for all matters to ensure that the customer is at the heart of all products and services.
¨ The Customer Experience Manager is responsible for owning the customer experience strategy, ensuring that this is well documented and implemented and continually reviewed for industry trends.
¨ The Customer Experience Manager has direct management accountability for the Customer contact centre, to ensure that the services received by the customer through the contact centre are well managed, responsive, and prioritised to ensure the best customer outcomes.
¨ The Customer Experience Manager is accountable for analyzing projects or Business solutions that identify customer interactions and engagement to inform decision-making through participation in appropriate company governance.
¨ The Customer Experience Manager reports directly to the Chief of Staff (COS)
¨ The Customer Experience Manager is a senior council to the organisation, offering opinions and options across a range of business priorities and situations when required.

Responsibilities:
¨ Represent the customer’s voice redefining how the customer experience should be run, aligning experience concepts, vision/direction, and related processes.
¨ Creation, implementation, and ongoing enhancement of a Customer Experience strategy.
¨ Identify and prioritize customer feedback, and potential opportunities, and drive change in the needed areas, working closely with cross-functional stakeholders.
Required Skills:
¨ 5-7 years experience in a customer-centric environment
¨ Experience in managing teams, motivating, coaching, and inspiring team members to achieve excellent customer experience.
¨ Customer obsessed and had significant experience building and nurturing customer relationships
¨ Retail industry experience preferred
¨ In-depth knowledge of business and trends, and the ability to understand clients’ business models extremely fast.
¨ Experience working at a high-growth start-up is a plus
¨ Strong attention to detail and delivery work that is of a high standard
¨ Fluency in both written and spoken Arabic and English is required
¨ Strong business process modeling, IT operations experience, Business Operational experience, and Business risk awareness.
¨ Strong Modelling experience
¨ “Can do” approach
¨ “Customer Champion”