Customer Experience Specialist
2 settimane fa
La posizione di Customer Experience Specialist presso la Divisione Gas & Power Market - Direzione Customer Operations è volta a individuare una nuova risorsa per l'area Customer Care Retail, a supporto del team Customer Experience Delivery.
La risorsa dovrà focalizzarsi sulle attività di gestione dei clienti retail, in particolar modo avviando azioni per sviluppare l'utilizzo di strumenti digitali da parte della clientela e nella gestione delle interazioni tra l'azienda e la customer base.
Le principali attività saranno:
- Analizzare l'utilizzo degli strumenti digitali a disposizione dei clienti e individuare azioni migliorative da implementare per rendere la loro esperienza eccellente, rapida e risolutiva.
- Rivedere procedure operative di gestione dei clienti e ridisegnare i flussi di contatto, in modo da favorire il potenziamento del selfcare.
- Valutare l'introduzione di nuovi strumenti di interazione (chat bot, sistemi di messaggistica istantanea, voicebot, ecc) che permettano all'azienda di raggiungere i clienti tramite nuovi mezzi ed analizzare gli impatti degli stessi sulla customer experience.
- Definire procedure per gli outsourcer nell'utilizzo degli strumenti introdotti e KPI di monitoraggio delle performance erogate.
- Coordinarsi con altre funzioni interne come ad esempio Marketing Customer Experience/Digital/IT, Regolatorio per la messa a terra dei nuovi progetti, legati all'introduzione di nuovi strumenti di contatto.
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