NPS Specialist
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- Retail G&A
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- 240003D0 Requisition #
ABOUT US
As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!
ABOUT THE ROLE
As a NPS Specialist, you will play a crucial role in measuring customer satisfaction and identifying areas for improvement within our organization. This role requires a deep understanding of customer feedback methodologies, excellent analytical skills, and the ability to communicate insights effectively across various teams.
WHAT YOU’LL BE DOING
Functional Roles and Responsibilities:
· Conduct post-survey follow-up calls with detractors for all brands following survey completion to gather detailed feedback.
· Proactively address customer complaints on the call, empathizing with their concerns and working to resolve issues effectively.
· Analyze NPS data and detractor feedback to identify trends, patterns, and areas for improvement.
· Prepare comprehensive reports for each brand, highlighting key insights and actionable recommendations.
· Schedule and lead meetings with brand stakeholders to discuss NPS results, detractor feedback, and potential enhancements.
· Collaborate with cross-functional teams to develop and implement improvement initiatives based on NPS insights.
· Monitor NPS scores regularly and track progress against enhancement initiatives.
· Act as a liaison between the customer and internal teams, advocating for customer needs and preferences.
ABOUT YOU
You will need to have the following skills, experience and knowledge to be successful:
- University graduate in any Discipline
- Minimum 3 years of Call centre experience with proven experience in customer experience analysis, preferably in a similar role. Arabic speaker is a must.
- Strong Analytical Skills; the ability to analyze complex situations, identify patterns, and propose relevant solutions.
- Communication Skills, Excellent communication skills, both verbal and written, with the ability to present complex data in a clear and actionable manner
- Empathy; a genuine concern for customer satisfaction and the ability to empathize with their concerns.
- Time Management; ability to prioritize tasks and managing time efficiently is essential for handling multiple complaints simultaneously and meeting deadlines.
- Strong Leadership and Interpersonal skills.
- Customer Focus and Result Driven.
Additional Requirements
- Self-motivated and proactive
- Has integrity, instils trust, and leads by example.
- Understanding of process improvement in an agile manner
- Able to work under pressures and to strict deadlines.
- Ability to simplify complex environments and work with ambiguity.
- Applies a good level of emotional maturity in their role.
- Reliable team player who will contribute their knowledge and experience into a team environment.
- Organized and methodical.
