Customer Experience Specialist (CES20)

Τελευταία Ενημέρωση : 3/7/2020

Job Title
Customer Experience Specialist

Company Profile
Alfa Beta Vassilopoulos is a member of Ahold Delhaize Group that operates a network of 21 companies in 3 continents (11 countries) and over 375 000 employees.
Alfa Beta is one of the largest retail chains with 309 Super Markets, 15 Cash & Carry, 190 franchise stores and over 14 000 employees.

Position Requirements

The job holder monitors customer inquiries and ensures timely resolution and customer experience excellence. Is the key person between internal departments and call center agency that handles all e-shop customers’ requests.

  • Observes day-to-day customer requests and leads Agency’s team members to accomplish day-to-day customer quires or requests by providing information, approved answers and guidelines
  • Cooperates daily with internal departments in order to gather information, proposed answers, brand tone of voice and provide them to Agency
  • Trains the Agency on how to be more efficient, increase customer satisfaction and improve experience
  • Tracks metrics and prepares reports to quantify the customer experience and presents findings in visually compelling and easy-to-understand ways to internal departments
  • Organizes and analyzes customer data to improve the current experience and predict future needs and suggests ideas based on customer feedback and questions, collaborating with other internal teams

Candidate Profile

  • Bachelor’s or Master’s degree related to Marketing or any relevant field
  • 2+ prior experience in the field of customer service and/or complaint management, preferably in retail
  • Experience with Customer Service Solutions ie Salesforce and Banking E-Commerce Platforms and UX/UI
  • Experience with data collection, KPIs observing and reporting
  • Fluency in English language
  • Excellent command of MS Office
  • Strong customer results orientation
  • Excellent written & verbal communication skills, with the ability to influence
  • Advanced multi-tasking and organizing skills, with emphasis on detail
  • Strong results orientation, accountability and resourcefulness
  • Strong interpersonal skills, ability to work closely with users, cross-functional teams and external vendors
     

Remuneration
The company offers a competitive remuneration package and excellent career prospects
Contact Details
On line at www.abcareers.gr quoting reference: (ref: CES20)

 Address: 81, Spaton Ave.
 Zip code: 153 44
 City: Gerakas – Attiki
 All applications will be treated as confidential

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