وظائف خدمة العملاء في الإتصالات السعودية دوام كامل

وظائف خدمة العملاء في الإتصالات السعودية

تعلن شركة الاتصالات السعودية وظائف إدارية في خدمة العملاء بالرياض، بمسمى (مشرف تجربة العملاء Customer Experience Supervisor)، وذلك وفقاً للتخصصات وطريقة التقديم الموضحة أدناه.

المسمى الوظيفي:
– مشرف تجربة العملاء (Customer Experience Supervisor).

شروط التقديم:
1- درجة البكالوريوس في إدارة الأعمال أو التسويق الرقمي أو أي تخصص آخر ذات صلة.
2- خبرة لا تقل عن خمس سنوات في تجربة العملاء أو الخبرة الرقمية.

موعد التقديم:
– التقديم متاح الآن بدأ اليوم الخميس بتاريخ 2019/04/11م.

طريقة التقديم في وظائف الإتصالات السعودية:

STC

وصف الوظيفة بالإنجليزية

Position Title: Customer Experience Supervisor

Sector: Customer Care

Department: Customer Experience

Job Location: Riyadh HQ

Job Purpose:

Jobs at this level are responsible for:
Managing the customer experience in the digital channels.
Study analyze the customer journey across the digital channels.
Assess customer effort in the digital channels.

Key Responsibilities:
Develop and monitor customer experience initiatives across all digital channels*.
Develop high-level business requirements, scope, business outcomes and success measures for each improvement initiative.
Understand how each improvement initiative affects digital channels and ensure all appropriate stakeholders are aligned.
Establish and measure the success of each initiative via appropriate metrics or dashboard
Develop digital channels* customer experience and satisfaction strategy and improvement initiatives in coordination with related stakeholders
Define and develop digital channels* customer experience KPIs.
Develop and monitor processes related to customer experience across all digital channels*.
Liaise with relevant digital channels* to get data on customer experience and satisfaction.
Monitor and evaluate users experience across all STC products in the digital channels* (newly launched and existing)
Assess and monitor customer experience across all products & service through appropriate KPIs
Improve customer-facing processes to positively impact customer experience across a digital channels*.
Analyze customer feedback and satisfaction data and recommend course of action taking into consideration best practices.
Flag customer experience issues and take preventive measures to avoid them
Drive market research (questionnaires, focus groups, etc.) on customer experience and satisfaction
Study how we can shifting the customers to the digital channels*.

*Digital channels: (App , Portal , SSM , E-Store, social Media, Website).

Qualifications/Certification :

Bachelor’s degree in Business Administration, digital marketing any other related discipline

Required Experience:

5 – 7 years of experience in the customer experience, and digital experience

Desired Skills & Knowledge:

Advanced proficiency in data collection and analysis
Intermediate proficiency in reporting skills
proficiency in relevant billing software/tools
Intermediate proficiency in Customer Relationship Management
A clear understanding of the importance of user-centered design and design thinking