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Customer Experience Specialist
hace 3 meses
Customer Experience Specialist
Location: Pero (Milan), Italy or Madrid, Spain
Time Type: Full time
Posted on: Posted Today
Job Requisition ID: R0639870
At KONE, our mission is to improve the flow of urban life. As a global leader in the elevator and escalator industry, KONE provides elevators, escalators, and automatic building doors, as well as solutions for maintenance and modernization, which add value to the life cycle of any building.
We are now looking for a Customer Experience Specialist to join our Marketing and CX team.
Purpose of the Position:
The Customer Experience Specialist is responsible for analyzing and improving the sequence of touchpoints along the Customer Journey within the maintenance services business line at KONE Italy & Iberica. The goal is to create a positive experience that increases customer loyalty.
Key Responsibilities:
Implement and manage Customer Experience projects for the Maintenance Services business line.
Serve as a Key User for processes and tools related to CX.
Create detailed reports and dashboards from various sources.
Conduct CX data analysis.
Monitor customer satisfaction indicators.
Manage internal reporting with corporate tools (NPX, Konect, CRM, Excel, PowerPoint).
Manage and follow up on preventive and corrective actions based on customer feedback.
Coordinate projects with KONE Corporation.
Competencies:
Customer Focus
Basic Project Management
Ability to influence and drive change within a matrix organization at all levels.
Strong communication and interpersonal skills with stakeholders at various levels.
Capability to develop and manage training programs.
Proactivity and ability to work independently.
Ability to work in international teams.
Requirements:
Bachelor's Degree.
Excellent knowledge of Italian and English; Spanish is a plus.
Familiarity with data analysis tools; Power BI and CRM is a plus.
Minimum experience: 2-3 years in similar roles.
Work location negotiable: Pero (MI) or Madrid.
What We Offer:
Salary based on experience.
Hybrid work model.
Corporate welfare.
Life insurance.
Skills development.
For additional information please contact TA: ******.
We are passionate about safety, quality, sustainability, and the KONE values, which together form a strong foundation for our company culture.
At KONE, we strive to provide equal opportunity for everyone. All applications for vacant positions will be welcomed and will be considered on the relative merits of the applicant against the role profile for the position regardless of color, race, nationality, ethnic origin, sex, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief.
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