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Feedback Specialist (Contact Center) in Lerua Merlen Ukrayina / Leroy Merlin
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Lerua Merlen Ukrayina / Leroy Merlin
Leroy Merlinis part of ADEO, an international holding group that united 35 autonomous companies in 12 countries in Asia, Europe and South America.
We are looking for a Feedback Specialist (Contact Center).
Main duties:
Building a system feedback, response to dissatisfaction;
Analysis of NPS/CSAT collection, classification of causes, search for root problems;
Feedback on each nps in coordination with the relevant divisions">;
Formation of feedback from NPS surveys;
Preparation of recommendations for improving the service, based on feedback and customer insights;
Cooperation with the L2 team (second line of support) to solve complex client cases and incidents;
Experience with customer service or feedback analytics; Understanding customer experience and principles dissatisfaction; Analytical skills: the ability to work with large volumes of data, systematize feedback; Communication skills: the ability to convey the results of the analysis in an understandable form, formulate recommendations for subdivisions; Ability to work withconflict situations; Knowledge of tools for collecting and analyzing feedback; Experience of interaction with various departments (operations, marketing, stores, customer support); Would be an advantage: experience in retail, e-commerce or companies with a large client base. We offer: Health and life insurance;
If you want to join our team:)
