Service quality expert (feedback) in Vodafone Ukrayina

Vodafone Ukraine is a world-class company that occupies a leading position in the field of technology and telecommunications, implements innovations in all areas of activity.

Every day we work on the implementation of ambitious projects. That is why Vodafone Ukraine is not only telecommunications, but also the latest technologies, including Cloud Services, Big Data, IoT, Smart City.

Responsibilities

• Monitoring and assessment of service quality at customer contact points.
• Development and implementation of plans to improve customer interaction.
• Training and development of service point personnel.
• Development and implementation of surveys, questionnaires to assess the quality of service.
• Analysis of the received data and preparation of reports.
• Development and improvement of the methodology of feedback collection and analysis.
• li>Analysis of customer feedback and implementation of recommendations to improve service.
• Monitoring and analysis of service KPIs.
• Preparation of reports and presentations for management.
• li>Development and implementation of trainings to improve service quality.
• Collaboration with marketing, sales and service departments to understand customer needs and implement changes.

Requirements:

• Deep understanding of Customer Experience principles and practices.
• Ability to integrate knowledge of customer needs into the development process.
• Ability to analyze customer feedback and use it to improve service quality.
• Experience with CRM systems and data analysis tools.
• Knowledge of customer satisfaction assessment methods.
• Skills in working with analytical tools for data collection and analysis .
• Understanding key KPIs (performance indicators) in the area of ​​customer service.
• Communication and negotiation skills.
• Ability to present information clearly and persuasively.
>
• In-depth understanding of point of service customer interaction principles and practices.
• Knowledge of customer service best practices.
• Ability to analyze service processes and identify opportunities for improvement.< /li>
• Skills in the development and implementation of trainings for personnel.
• Proficiency in English at a working level.
• Higher education.

We offer:

• A team of like-minded people, transparency of decisions and openness in communication
• Official employment, social guarantees
• Flexible work schedule and remote working days
• 31 calendar days of vacation< /li>
• Professional training at the expense of the employer
• Active corporate life

If you are interested in this position, send us your resume with salary expectations.