Customer Experience Officer at Ethiopost

• Analyze and map the customer journey to identify pain points and opportunities for improvement at every stage of the customer lifecycle.
• Design and execute customer feedback surveys to gather insights, opinions, and suggestions for enhancing the customer experience.
• Utilize data analytics tools and customer feedback to extract actionable insights, trends, and patterns to drive informed decision-making.
• Collaborate with the customer service team to maintain and enhance service standards, ensuring prompt and effective resolution of customer issues and complaints.
• Partner with marketing, sales, product development, and other teams to align strategies and initiatives that positively impact the customer experience.
• Act as the voice of the customer within the organization, advocating for their needs, wants, and preferences.
• Develop and implement customer loyalty programs to encourage repeat business and enhance customer retention.
• Conduct training sessions for employees to enhance their customer service skills and ensure a consistent customer experience across all touch points.
• Define and monitor key customer success metrics to measure the effectiveness of customer experience initiatives and ensure continuous improvement.
• Stay abreast of industry trends and best practices in customer experience management and recommend innovative strategies to enhance customer satisfaction.

JobWeb Ethiopia