Browse Jobs
LoginJoin NowEmployer?

Customer Experience Lead

Johnson Controls
Nasr City, Cairo

Customer Experience Lead

Nasr City, CairoPosted 1 month ago
86Applicants for1 open position
  • 11Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

Experience Needed:
Career Level:
Education Level:
Job Categories:

Skills And Tools:

Job Description

Customer Experience: 

  • Deliver customer insights used to improve customer focus and customer satisfaction for B2B and B2C business units while contributing to business-building growth strategies.
  • Identify customer pain points and improve customer experience while ensuring stakeholders’ buy-in.
  • Manage IT Customer Experience transformation projects. 
  • Lead VOC data integration in marketing/awareness, product development, operational improvement, process enhancement, and CX roadmap design.
  • Ensure customer engagement, satisfaction, and loyalty.
  • Perform market analysis for commercial prioritization purposes.
  • Power BI dashboards to provide insights to improve sales and customer experience.

Customer Care:

  • Call Center Operations Management: Planning, Staffing, Leading, and Controlling Operations
  • KPIs Management: Calls Forecasting/ Scheduling/ Real Time Management/ KPIs Setting/ KPIs Management (Absenteeism, Quality, AHT, SLA)
  • People Management.

Job Requirements

  • Bachelor’s degree in any field.
  • At least two years of experience in a similar managerial role.
  • Strong problem-solving & communication skills.
  • Strong knowledge of Root Cause Analysis and Action Planning tools is required.
  • Knowledge of Six Sigma and COPC standards is preferred. 
  • Experience in leading, coaching, and monitoring customer service teams. 
  • Expert Excel and PowerPoint user.
  • Proficient in Power BI is preferred.
  • Fluent Arabic and English speaker. 
  • Knowledge of customer service principles and best practices.

Featured Jobs

Similar Jobs

Search other opportunities
JobsCustomer Service/SupportCustomer Experience Lead