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Customer Experience Specialist
hace 3 semanas
Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities. Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria. Reporting to the Strategy & Projects Manager, you will be responsible for continuously improving the customer experience across all touchpoints with the organization. Your mission will be to ensure that customers receive exceptional service, creating meaningful interactions that foster long-term loyalty and satisfaction. Customer research will be essential to identify and implement improvements to deliver a first-class customer experience with the organization’s products and services, working closely and transversally with other teams. Your main responsibilities will include: Lead customer research activity, gathering feedback to identify needs, expectations and opportunities for improvement. Monitor and measure customer experience metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), using data-driven insights to propose actionable improvements based on tools such as Medallia & others. Analyze and optimize customer experience across all touchpoints and channels, proposing initiatives while ensuring consistency and excellence throughout the customer journey, to enhance customer satisfaction and loyalty. Project management to transform those opportunities into strategies and tangible actions and results across the organization, in close collaboration with customer care, product, marketing, sales, finance and the rest of the teams. Lead problem resolution acting as a point of contact for resolving issues related to customer experience, working proactively to address concerns and complaints. Foster a customer-centric culture across the organization, motivating employees to deliver exceptional service, promoting new initiatives to break silos and boost the customer-first mindset (exchanges between teams, interactions with customers…). Stay updated on industry trends and best practices to continuously innovate and maintain a competitive edge. Provide training and resources to staff on best practices in customer service and specific functions to improve the overall experience. Prepare monthly reports for senior management on customer performance and recommendations based on analysis.
