Customer Experience Specialist

17 hours ago

Bucharest, Bucureşti, Romania Vodafone Full time 20,000 - 25,000 per year
Despre rol:

Vei contribui activ la dezvoltarea și implementarea planului de Customer Experience pentru segmentul Vodafone Business Unit (VBU), asigurând o experiență simplă, dar excelentă pentru clienții Vodafone care interacționează cu noi prin call center, magazine, digital și alte canale.

Activitățile în care te vei implica
  • Ascultarea vocii clientului: Vei analiza feedback-ul din platforma Vodafone Heartbeat și alte surse pentru a identifica nevoile reale ale clienților.
  • Designul experienței: Vei crea și testa noi modele de interacțiune client – companie, în laboratoare și magazine concept.
  • Inovație și colaborare: Vei facilita schimbul de idei între echipele interne și ecosistemul extern de inovare (agenții, antreprenori, centre de cunoaștere).
  • Optimizare continuă: Vei identifica și corecta elementele care generează experiențe negative pentru clienți.
  • Implementare: Vei transforma modelele de experiență în procese concrete, colaborând cu echipele de vânzări, HR și tehnologie.
E job-ul potrivit pentru tine dacă:
  • Ai experiență în telecom și în zona de Customer Experience.
  • Ai cunoștințe solide de marketing și design de servicii.
  • Poți documenta și vizualiza experiența utilizatorului.
  • Ai lucrat în echipe cross-functionale și ai o gândire analitică.
  • Ești organizat(ă), motivat(ă), flexibil(ă) și rezilient(ă) în fața complexității.
  • Ai abilități excelente de comunicare și rezolvare de probleme.
  • Ai finalizat studiile superioare (cu diploma de Licenta) in design de servicii client, marketing sau comercial.
Ce îți oferim?

Alătură-te echipei Vodafone și bucură-te de:

  • Un regim de lucru hibrid;
  • Abonament nelimitat (voce și date) pentru telefonul tău & voucher pentru un telefon de ultimă generație;
  • Discount-uri speciale la produsele Vodafone și oferte Friends & Family;
  • Asigurare medicală, de viață și pentru intervenții chirurgicale;
  • Un plan de asigurări și pachete medicale suplimentare pentru tine și familia ta;
  • Tichete de masă pentru cumpărături sau un prânz fun cu colegii la birou;
  • Abonament Bookster pentru lecturi nelimitate;
  • Tarife preferențiale la sala de sport;
  • Programe de dezvoltare profesională și leadership;
  • Evenimente interne de Wellbeing & Recognition;
  • Extra-zile de concediu pentru evenimente speciale.

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