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Specialist Customer Experience

3.00 to 5.00 Years   Dubai , Gulf   07 Mar, 2023
Talabat
Job LocationDubai , Gulf
EducationNot Mentioned
SalaryNot Mentioned
IndustryInternet /E-commerce
Functional AreaNot Mentioned

Job Description

Role Summary:The role resides within the Regional CX team in Dubai, UAE.The Customer Experience Specialist will be responsible for:

  • Developing customer experience design improvements by leveraging service design principles that aim at understanding current customers pain points across the recent customer journey(s), developing future journeys and initiatives that enable them, and action plans with different key stakeholders.
  • Maintaining current CX by relevant CX metrics at Talabat through customer feedback while communicating with the different stakeholders to set up action plans aimed at improving the metrics.
Whats On Your Plate:
  • Uncover potential CX opportunities and existing customer frictions that have impactful business outcomes using existing customer feedback, research, and other service design methodologies.
  • Co-create with the different key stakeholders to generate operational and technological solutions that advance CX and improve business outcomes.
  • Conduct market and customer research when and if needed.
  • Develop short and long-term strategic action plans to implement co-created solutions.
  • Coordinate with the different stakeholders to measure customer experience performance.
  • Support in the action plan targeted to enhance the customer experience metrics.
  • Follow up on the action plans set with the different stakeholders.
  • Establish trend analysis on a Monthly Basis and cascaded the trend to different brands.
  • Communicate with the customer in case challenges with the orders and develop a solution to ensure customer satisfaction.
What Did We Order:
  • Strong communication skills
  • 3- 5 years experience in CX functions
  • Understanding and basic practice of service design principles
  • Enjoys the challenge of interacting with a wide range of customers
  • The candidate must be a proactive problem solver and must be able to foresee a problem and manage to formulate proactive control measures to avoid the problems from recurrence.
  • Effective Communication Skills, Flexibility in dealing with different stakeholders, and ability to adjust with different people and personalities.
  • Fundamental understanding of CX research.
  • Fundamental understanding of User Experience testing tools and methodologies.
  • Fundamental practice of workshop creation, facilitations and synthesis.
  • Fundamental project management skills.
  • Understanding of the region and the various cultures that reside within it.
  • Excellent communication skills both written and verbal.
  • Strong written Arabic and English language skills both written and spoken.

Keyskills :

About Company

Talabat (Arabic: طلبات, Ṭalabāt) is an online food ordering company founded in Kuwait in 2004. As of April 2021, Talabat operates in Kuwait, Saudi Arabia, Bahrain, the United Arab Emirates, Oman, Qatar, Jordan, Egypt, and Iraq. A subsidiary of Delivery Hero since 2016, Talabat became the largest online food ordering company in the Middle East.

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