Assistant Specialist
Position: Assistant Specialist
Department: Commercial
Section: Customer Service & Operations
Unit: Customer Experience
Requirement: 1
Duty Station: Current requirement is in Kathmandu but can be placed anywhere in Nepal as per business needs and future requirements.
Areas of primary responsibility:
- Measure the customer experience (CX) across touchpoints using a daily Transactional NPS survey, prepare and share daily & quarterly reports to all stakeholders with a focus on major business insights, call detractors for feedback as part of the real-time loop, implement improvement actions based on feedback, and escalate issues to the appropriate team.
- Conduct NPS surveys to better understand the customer experience in terms of network, tariff, products, or depending on different customer categories, and share the results with relevant departments/functions to find solutions to gaps. Use available technology to conduct any other ad-hoc surveys that the company requires.
- Ensure that all employees and touchpoint agents are aware of CX KPIs through training, workshops, and awareness sessions, as well as driving a customer-centric culture throughout the organization and among stakeholders through engagement activities such as CX Day, CX Newsletter, Monday Motivation, and CX Heroes, among others.
- Manage initiatives that improve customer experience and please customers, such as the 3G to 4G project, Flagship Store Experience, HVC retention and delight, and other cross-functional assignments that help Ncell customers have a better experience.
- Plan a yearly roadmap for the company's customer experience management and improvement operations, including developing and ensuring the application of the NPS governance model, as well as engaging in initiatives as assigned by management.
- Identify gaps in the customer experience journey by analyzing data from a variety of sources, interpreting trends to extract actionable insights, and collaborating with multiple functional stakeholders to fill those gaps.
- Collaborate with various cross-functional teams to make the best CX-related decisions possible based on data analysis and interpretation based on performance.
What we have to offer:
International Working Environment, Performance Management Process, Internal Opportunities, Ncell Academy, Trainings, Work-Life Balance, Flexible Working Practices, Competitive Compensation, Festive Bonus, Provident Fund, Incentives, Leave Travel Allowance, Medical Insurance, Gratuity, Communication Facilities, and Other Benefits
Experience and qualifications:
- A bachelor's degree in a relevant field is required. Preferably in the field of management.
- Experience doing research, data analysis and interpretation, and cross-functional project management is preferred.
Profile:
- Should be customer-focused, enthusiastic, and adaptable.
- Strong analytical/research skills, as well as a command of statistical tools for turning raw data into knowledge
- Customer experience metrics, NPS, and global and digital technology trends are all important to know.
- Strong data analytics skills for improving and innovating existing products, services, and processes
- Ability to analyze and interpret complex data in order to obtain meaningful information with commercial implications
- Understanding of cross-functional project planning and management, as well as organizational functions
- Should be proactive, truthful, and adaptable.
- Understands and collects details about situations or challenges at work and efficiently implements agreed-upon initiatives
- Understands the importance of his or her own work outside of his or her field
- Understands the impact of own performance on consumers and seeks to learn more about other sections of the unit
- Recognize the steps involved in gathering the information or assistance you require.
- To complete a task adapts to agreed-upon rules.
- To increase one's work performance, one should work on receiving constructive comments.
- Shortlisting will be done based on your responses and uploaded papers during the application process, so be thorough while answering the questions. Only those who have been shortlisted will be notified. No telephone inquiries will be accepted.
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