Customer Service Officer

2 weeks ago


UAE, United Arab Emirates Alshaya Full time

**Customer Service Officer - Group Customer Service - UAE**:
Job Number:

- 3995779

Work type:

- Permanent - Full Time

**Location**:

- UAE

Categories:

- Mid-Senior Level

**Job Title: Customer Experience Executive - Community Management**

As a CX Executive, you will be responsible for monitoring and analyzing customer feedback across social media channels and engaging with our customers to improve their overall experience. You will also be responsible for working closely with senior leaders to report on customer satisfaction metrics and propose action plans to improve our CX initiatives.

**Key Responsibilities**:

- Monitor and analyze customer feedback across social media channels (Facebook, Twitter, Instagram, Google, Review sites etc.) to identify customer pain points and areas of improvement
- Respond to customer queries and complaints in a timely and empathetic manner to ensure customer satisfaction
- Collaborate with customer service teams to develop and implement best practices for social media engagement
- Work with cross-functional teams to identify opportunities for improving the customer experience, including but not limited to product development, marketing campaigns, and in-store experiences
- Create and distribute reports on customer satisfaction metrics to including crisis management triggers that allow for stakeholders to quickly take actions
- Continuously track and report on key CX metrics to measure progress and identify trends and opportunities for further improvement

**Skills and Qualifications**:

- Bachelor's degree in business, marketing, or a related field
- 3+ years of experience in a customer-facing/marketing role, with a focus on social media engagement and customer experience management.
- Strong communication skills and ability to empathize with customers and respond to their needs in a professional and courteous manner
- Proven ability to analyze customer data and develop actionable insights
- Excellent project management skills with the ability to multitask and prioritize in a fast-paced environment
- Experience working with senior leaders and presenting insights and recommendations to drive business results
- Passion for customer experience and a desire to innovate and improve existing processes and procedures
- Creation of Queries to identify social listening trends
- Previous use of Sprinklr Social listening / Brand Watch / Emplifi platform will be highly beneficial

**Advertised**: 04 Jul 2023 Arabian Standard Time
**Applications close**: 03 Aug 2023 Arabian Standard Time

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