NPS Specialist

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.
• Strong Soft Skills; an expert in dealing with customers and complaints management.
• 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.
• Strong Collaborator; the ability to work collaboratively with cross-functional teams and influence stakeholders at all levels.
• Strong Customer Experience; prior experience in conducting post-survey follow-up calls, resolving customer complaints, and turning detractors into promoters is preferred.
• 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.