Customer Experience Specialist in Uklon

Uklon is a product IT company that develops a leading ride-hailing service. Every day, the powerful Uklon team pumps one of the largest infrastructures on the market of Ukraine and abroad, ensuring the interaction of drivers and riders.

We create a highload product, behind which are hidden ambitious technological challenges, continuous innovations and non-obvious moves. Our work framework is to test new hypotheses, push your ideas and use the latest technology stack.

Then accept the challenge and enter the game with the world's giants on equal footing! Let's change the industry together!

Join us as Customer Experience Specialist in Kyiv

Hiring process:
Acquaintance, test task (we value your work and time, that's why we pay TK) and final meeting.

What we offer for this role:
• this is a new role in the Company, so you will be able to independently build the Mystery Shopper processes
• grow with the leading a technology company that is a national leader in the field of ride-hailing services and competes equally with global giants
• freedom of decision-making, support for initiatives and lack of bureaucracy
• the opportunity to introduce new practices and change the culture of ride-hailing services
style="font-style: normal; font-weight: 400">How exactly can you influence the development of the company:
• construction of Mystery Shopper processes
• full cycle of running regular Mystery Shopper projects
• collection and analysis of information from various sources and resources to highlight what service users may not like
• summarizing and presenting research results
• contribute to the development of the quality of service processes based on the results of own observations and analysis conducted by Mystery Shopper

Challenges for 3 months:
• description of the Mystery Shopper process, including: methodology, example scenarios, evaluation criteria, instructions for participants, etc.
• pilot launch and conduct of the first Mystery Shopper on a specific topic
• analysis of the results of the first pilot run with specific conclusions and recommendations in the form of a presentation (the results should carry a specific benefit to the company)
• collection and analysis of information with the aim of highlighting problem areas to determine the next topic of the Mystery Shopper raffle
• separately justify, based on the analysis, why this particular topic, what goal we are pursuing and our expectations from the result
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To achieve results, you will need:
• from 1 year of experience in the development of the quality of customer service
• the ability to identify problems and, based on the analysis, propose ideas/initiatives for improvement quality and improvement of service processes
understanding of Mystery Shopper project management processes
• broad professional outlook, excellent communication and negotiation skills, system and analytical thinking
• driver's license category "B" and own car will be an advantage

How do you regulate your working hours?
• you can plan your own work schedule, however, to be effective,
we have a mandatory joint working time — < b style="font-style: inherit; font-weight: 700">business hours, from 11:00 a.m. to 4:00 p.m. off on your birthday as a company gift
• day off for donating blood

How will you improve your skills in Uklon?
• internal trainings, workshops, hackathons, knowledge sharing, etc.
• corporate training
• corporate library and subscriptions to information resources
• attending webinars, lectures with the participation of company speakers, etc.
• personal/team budget for training
• English lessons

Work (War) - Life Balance
We are a socially responsible company, so we spend a lot of time on activities related to volunteering, we also regularly support team spirit during non-working hours: we love drive team building, sports competitions, etc. We say "no" to routine and monotony, so we create a space where you can really do your thing in high spirits - with us it will definitely not be boring.

Regular Sport Activities:
• Uklon Football every week
• Uklon Online Yoga every week

Health Care:
• corporate health insurance, including for members located abroad

If you are looking for a driven and ambitious product company focused on development and global expansion, interested in using the latest technologies and ready to further increase your expertise, join the Uklon team.

Before applying for an open position at Uklon, please read Terms of processing and protection of personal data of candidates By sending us your personal dataincluding those contained in your resume, you consent to the processing of personal data in accordance with these Terms.