Customer Insight Officer at ENGIE

Responsibilities

• Conduct Welcome calls for 3-day old customers – at least 90% of these customers should be contacted.
• C-Sat for the welcome calls at 80%.
• Conduct NPS Survey (70%) and generate at least 10% leads from the promotors, sort out detractor queries.
• Share daily, weekly, monthly reports to the CCTL with insights, trends, and recommendations.
• Outbound calls for customer education as directed.
• Analyze CX trends and provide best solutions to drive customer happiness.
• Escalate welcome call cases to respective teams and follow up to ensure closure hence drive CSAT levels for new customers.
• Quarterly Sales Agent Survey
• Quality Assurance – Achieve 95% of Customer Satisfaction as per the standards defined in the scoring sheet.
• Ensuring on time escalation of daily operational issues such as 3CX, DB downtime whenever they arise.
• 100% Adherence to shift schedule.
• Support sales drive through the call center via outbound and CRC campaign (where applicable)
• Completing assigned tasks in line with applicable policies, guidelines, processes, and procedures.
• Seeking opportunities to learn and develop within MySol and through training.
• Conduct any other survey as directed

Knowledge And Skills
Experience:

• Basic knowledge on Excel spread sheets and data entry skills
• Minimum experience of one year in customer service in a call centre environment and/or in a high call volume environment with Strong phone contact handling skills and active listening
• Experience in conducting outbound calls and proper recording of data and feed back
• Proven critical thinking skills that demonstrate fact finding/analysis and sound decision making
• Excellent communications skills both written and verbal
• Detail oriented and well-organized
• Ability to multi-task, prioritize and manage time effectively
• Extremely High level of self-motivation
• Self-Drive and Ability to balance multiple tasks while working under tight deadlines with close attention to detail, accuracy and quality at all times
• Open to work in a flexible and creative work environment with fast-evolving operations
• Positive attitude is a must for this role

Qualifications:

• Bachelor's Degree or higher diploma business related preferably

Language(s):

• English + ability to speak at least one local language